01Who you contract with
Suppro is a service brand operated by Valberg Commerce FZCO. Every plan described on this website is provided by, invoiced by, and contractually concluded with Valberg Commerce FZCO ("we", "us"). References to "Suppro" throughout these terms mean the service delivered by that company.
02The service
We provide outsourced customer-support services covering fifteen services across eight channels: Live Chat, Shopify Inbox, Facebook Messenger, Instagram Direct Messages, WhatsApp Business Chat, TikTok Direct Messages, Contact Form Inquiries, Email Support, Returns & Exchanges, Order Status Inquiries, Shipping & Tracking, Product Inquiries, Customer Complaints, Gift Card Support, and General Customer Support.
We work inside the client's existing tools using access the client grants and can revoke at any time, and we answer from a playbook built from the client's own FAQs, policies and guidelines.
03Plans, hours & response targets
- Starter — 40 hours/month (10 hrs/week), 24-hour first-response target.
- Growth — 80 hours/month (20 hrs/week), 12-hour first-response target.
- Scale — 120 hours/month (30 hrs/week), 6-hour first-response target.
- Enterprise — 160 hours/month (40 hrs/week), 4-hour first-response target.
All fifteen services and all eight channels are included on every plan. Hours are allocated as a monthly block against the plan you are on.
04Coverage window
Standard coverage is Monday to Friday, 09:00–18:00 GST. A different timezone window (e.g. European or US hours) can be agreed on the intro call. Weekend cover (+30% of plan) and public-holiday cover (+50% of plan) are available on request. Priority Support (first response under 60 minutes) is available as a paid add-on on any plan. Additional hours beyond the plan are billed at the published additional-hour rate.
05What we need from you
- Working access to the channels in scope — e.g. a scoped Shopify staff account, inbox access, social accounts — limited to what the work needs.
- Your FAQs, return policy, refund thresholds, shipping promises and tone guidelines, plus updates when they change; replies are written from this playbook.
- A named contact for escalations, reachable by email or WhatsApp.
- Accurate information: we answer from the records and rules you give us, and you remain responsible for the policies themselves.
06What is not included
Phone support, technical/IT support, programming and development, and custom store development are outside the scope of every plan. Messages of this kind that land in the inbox are triaged and forwarded to you or your developer rather than guessed at.
07Escalations & decisions kept with you
Anything needing technical expertise, or a decision you have reserved for yourself in the playbook (for example refunds above your threshold, goodwill gestures, unusual cases), is forwarded to you by email or WhatsApp rather than answered. We handle returns, exchanges and refunds only inside the rules and limits you set.
08Billing & payment
- Your plan, plus any add-ons used, is invoiced at the beginning of each month by Valberg Commerce FZCO.
- Payment is due within 10 days of the invoice date; the term can be extended to 30 days on request.
- Card payment is available on request via a secure payment link; a 5% processing fee is added to the invoice total for card payments.
09Confidentiality & data
Both parties keep the other's non-public information confidential. Customer personal data handled while delivering the service is processed as described in our Privacy Policy, and a data-processing agreement is available on request.
10Governing law
These terms are governed by the laws of the United Arab Emirates, where Valberg Commerce FZCO is established, unless mandatory law where you are based says otherwise.