Customer Support Policy

At Reel Unlimited, we value asynchronous communication to reduce time spent on calls and messages, enabling you to focus on growing your business. As a result, we have developed an extensive project brief builder to gather the necessary information for each project submitted. While communication is crucial, we would like to clarify how we handle various types of inquiries:

1. Pre-Sales Enquiries: Live chat support is available during business days and hours for questions related to subscriptions, pay-as-you-go, plan features, etc. Our team typically responds within 2 hours to live chat inquiries. You can also contact us via email, and we usually reply to email inquiries within 24–48 hours on business days. Alternatively, you can request a demo and have your questions answered during a 15-minute demonstration call.
2. After-Sales Support: Upon signing up, clients have access to preferred live chat support through our dashboard. Our team addresses inquiries within 30 minutes to 1 hour on business days. Support by email is also available, with priority status given to existing clients. Our team typically responds to client email inquiries within 24 hours.
3. Instant and Faster Communications: We use Slack Connect to facilitate cross-organization collaboration between Reel Unlimited team members and your organization. Our team provides support during business days and hours, with response times ranging from 30 minutes to 1 hour for inquiries in the official Connect channel. Direct message response times depend on team member availability.
4. Communication on Projects: Project managers are responsive in activating projects, sending updates on missing information, and providing daily progress reports. However, due to the nature of their work and potential time zone differences, writers and designers are not available for instant chat. Response times for these creatives range from 12 to 24 hours on the client portal dashboard and the Slack channel. This also applies to revisions, with updates expected within 12–24 hours. 

For time-sensitive questions, please contact your dedicated project manager, as they are best equipped to assist you promptly.