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Customer Support Guide

Apex Communications Network

1. Introduction

Welcome to Apex Communications Network! Our team is dedicated to providing seamless support for our customers. This document outlines the key procedures for accessing support, resolving issues, and understanding service commitments.

2. Contacting Support

For immediate assistance, customers can reach out via the following channels:

  • Email Support: info@chasetheapex.com
  • Phone Support: (330) 203-1382 (Available during business hours)
  • Business Address: 5361 Frey Ave. SW, Canton, OH 44706

We strive to respond to all inquiries within 24 hours during business days.

3. Service Hours & Availability

Apex provides support during the following hours:

  • Standard Business Hours: Monday – Friday, 8:00 AM – 6:00 PM EST
  • After-Hours Support: Available for critical issues (Additional fees may apply)
  • Holiday Support: Closed on national holidays, unless otherwise agreed

If additional support is needed outside these hours, please submit a request at least 48 hours in advance.

4. Escalation & Resolution Process

If an issue is unresolved within 3 business days, it will be escalated:

  1. Primary Support Representative → Senior Support Specialist → Operations Manager
  2. Resolutions will be documented and shared with the client.

Customers experiencing unresolved critical issues may request a formal Service Review Meeting to ensure satisfaction.

5. Security & Compliance

  • We comply with PCI security standards to protect payment information.
  • Apex does not store credit card data—all transactions are processed through secure third-party systems (Stripe, PayPal, etc.).
  • Data protection policies ensure encryption and restricted access to sensitive information.

6. Refund, Return, and Cancellation Policies

  • Refunds: Customers must submit refund requests within 30 days of purchase.
  • Cancellations: Subscription-based services require 15 days’ notice before the next billing cycle.
  • Returns: Digital services are non-refundable once work has commenced, unless explicitly stated in the Statement of Work (SOW).

For more details, visit our Terms of Service.

7. Terms of Promotions

All promotional offers will have:

  • A clear expiration date
  • Eligibility criteria for participation
  • Details on how discounts are applied

Promotions cannot be combined unless explicitly stated.