Last Updated: January 2025
To ensure a seamless experience for all our users, please take a moment to familiarize yourself with our TAS HelpDesk Center policies. For guidance on navigating the helpdesk portal, we encourage you to visit our Customer Help Center [here]. This resource will provide valuable information on making the most of our new support system.
1. Customer Support Hours:
- Our Helpdesk Center primary team is available from 9 am to 4 pm, Monday to Friday during the Belize Time zone (GMT-6)
2. Response Time:
- We strive to respond to all queries within 24 hours during regular business hours.
- Queries that come in on Weekends and holidays will be addressed within 72 hours.
- Emergency inquiries will be addressed promptly
3. Ticketing System:
- For efficient issue resolution, please utilize our ticketing system here or send an email to su*****@***********es.com.
- Include relevant details in your tickets for a faster and more accurate response.
4. Account Verification:
- To protect your account security, we may request verification information before providing certain support services.
5. Communication & alerts:
- Respectful and professional communication is expected from both users and support staff.
- All communication, reminders, and alerts pertaining to the client account status will be initiated through a ticket generated via our ticketing system.
- Tickets will be sent to the active email provided by the client. It is the client’s responsibility to ensure that emails sent by TAS do not end up in the spam folder. Kindly whitelist the following email addresses: su*****@***********es.com, no****@***********es.com and bi*****@***********es.com.
6. Site Activation and Propagation:
- Upon payment confirmation, your account will be activated.
Allow up to 24 hours for your site to propagate globally on all servers.
7. Emergency Support:
- For urgent matters outside regular hours, please contact our emergency support line at +501-637-4921.
8. Privacy and Data Security:
- Your privacy is important to us. All information shared is treated with utmost confidentiality.
- We adhere to industry-standard security measures to protect your data.
- Reference our privacy policy here.
9. Feedback and Suggestions:
- We value your feedback. Please let us know how we can improve our services.
- Suggestions and comments can be submitted through our dedicated feedback channel.
