Technical Support Policy
Captain Mama Training & Health Awareness Platform
1. Official Support Channels
Users can contact the Captain Mama Technical Support Team through:
* Official Email: 📧 support@captainmama.org For account activation, login issues, and certificate inquiries.
* Online Support Form: www.captainmama.org/support For submitting support requests, complaints, or improvement suggestions. * Note: Messages sent via personal social media or private accounts are not considered official support requests.
2. Services Covered by Technical Support
* Account activation and password reset assistance.
* Troubleshooting login or course access issues.
* Issuing Certificates of Attendance.
* Handling website or system errors.
* Receiving user feedback and improvement suggestions.
3. Complaint and Suggestion Handling Process
Submission:
* Users fill out the online support form or email the support team.
* Include course/workshop name and registered email for faster processing.
* Acknowledgment: * An automatic confirmation email is sent with a reference number.
* Follow-Up: * The support team investigates and contacts the user within the expected timeframe.
* Suggestions are reviewed by the management team for evaluation and implementation when appropriate.
4. Working Hours
* ⏰ Sunday – Thursday: 9:00 AM to 5:00 PM (Saudi Arabia Time)
* 📅 Weekends & Public Holidays: Requests will be processed on the next business day.
5. Expected Response and Resolution Time
* Initial response: within 24 business hours.
* Minor technical issue: resolved within 1–3 business days.
* Complex or system-related issue: resolved within up to 5 business days.
* If additional investigation is required, users will be informed of the extended timeframe.
6. Escalation Procedure
If no response is received within the expected timeframe:
* Resubmit the request with the reference number.
* Escalate to the administrative supervisor at 📧 info@captainmama.org.
* Contact the platform office directly if a phone support line is available in the future.
7. Platform Commitment
* All support requests are logged and tracked electronically. * Captain Mama commits to timely, transparent, and professional service. * User data is protected and used solely for improving the platform and user experience.
