Definitions & scope

• Ticket: any support case created via email, contact form, or chat.
• First response: the first human reply from Ikagoo (auto-responders excluded).
• Business hours: Monday–Friday, 09:00–18:00 (warehouse & support); local holidays excluded.
• Coverage: pre-sales fitment, order & shipping, installation guidance, troubleshooting, warranty & RMA.
• Exclusions: custom coding, non-Ikagoo accessories, unsupported vehicle retrofits.

Severity levels & targets

Targets are service goals. Persistent misses caused by our processes may receive goodwill credits (see “Service credits”).

Channels, time zones & languages

• Channels: email, contact form, and chat (where available). Phone callbacks are scheduled from tickets.
• Time zones: timestamps are recorded in system UTC; business-hours windows follow our operations calendar.
• Ngôn ngữ: English primary; we accept tickets in other languages with translation support as available.

Evidence that speeds resolution

• Order number, product model, vehicle year/make/model, and optional VIN.
• Issue summary, frequency, steps tried, and when it occurs (cold start, after drive, etc.).
• Photos or continuous issue/unboxing video plus the serial number label.
• For shipping damage or DOA, include tracking page screenshots and packaging photos. See our Bảo đảm hư hỏng trong quá trình vận chuyển.

Escalation ladder

1. Tier 1: intake & triage, knowledge base guidance, basic logs/photos collection.
2. Tier 2: device diagnostics, firmware checks, harness mapping, bench replication.
3. Tier 3: engineering review—edge cases, component analysis, and reproduction plan.

Sev-1 with complete evidence can jump straight to hot-swap/DOA handling.

RMA workflow

• Advanced replacement: offered where practical after Tier-2 review; a deposit/hold may apply until the original returns.
• Đóng gói: use original foam to prevent secondary damage; write the RMA # on the outer carton.

Response & resolution expectations

• First response: within 24 hours for all new tickets (Sev-1 within 12 hours on business days).
• Update cadence: Sev-1 every 24 hours; Sev-2 every 48 hours; Sev-3 as progress occurs.
• Resolution time: depends on diagnostics, parts availability, and shipping lanes (see cross-links below).

Customer responsibilities

• Provide requested photos/videos and the serial label promptly.
• Use compatible power/fuses; avoid loom modifications unless advised by support.
• Retain packaging until installation passes; required for DOA/shipping claims.

Exclusions & fair use

• Delays from missing evidence, late responses, or third-party shop schedules.
• Unsupported retrofits, non-Ikagoo accessories, or custom firmware.
• Force majeure, widespread courier disruptions, or regulatory holds.

Measurement, KPIs & service credits

• Measurement: first-response time is the delta from ticket creation to first human reply.
• KPIs: adherence to first-response target, update cadence compliance, time-to-diagnose, time-to-ship parts.
• Credits: if we repeatedly miss first-response targets due to our process, we may issue goodwill credits or shipping upgrades at our discretion.
• Transparency: you can request your ticket timestamps and escalation history anytime.

Outage & incident communication

• Sev-1 incident: we post a summary and ETA once available; follow-ups share mitigations/workarounds.
• Post-mortems: for widespread issues, a brief cause and corrective actions summary is provided.

Ticket templates (copy & paste)

Subject: [Sev-2] Model + Vehicle (Year/Make/Model)
Order #:
Serial #:
Symptoms: (what, when, frequency)
Tried: (steps you already did)
Photos/Video: (links or attach)
      

Subject: [Sev-1] DOA / Shipping Damage
Order #:
Tracking ID:
Evidence: unboxing video (one-shot), packaging photos (all sides), SN label
      

Liên kết nhanh

• Vận chuyển & theo dõi toàn cầu
• Đổi trả & hoàn tiền dễ dàng
• Bảo hành 1 năm
• Bảo đảm hư hỏng trong quá trình vận chuyển
• Thanh toán an toàn