Contact & Support Policy

Effective Date: 1 January 2025 (01/01/2025)
Last Updated: 18 March 2025 (18/03/2025)

At ProRedLine, we prioritize clear and efficient communication. To ensure all support and inquiries are handled properly and consistently, we have established the following contact and support policy:

Support Through Our Ticket System

  • Primary Support Channel: All customer support requests are managed through our ticket system, accessible at https://support.proredline.com/.
  • Ticket Creation: Customers can create tickets as a guest or by logging into their account on our website.
  • Ticket Updates: When a ticket is updated, the contact person will receive an email notification. You may now also respond directly to these emails to update your ticket. All email replies are automatically linked to your ticket through our secure system.
  • Support Availability: Our support services are exclusively available to customers located within the European Union. Unfortunately, we cannot provide support to customers outside the EU.
  • Business Hours: Our support team operates during business hours, Monday to Friday. Inquiries submitted outside of business hours will be addressed as soon as possible on the next business day.
  • Secure Sharing of Login Data: When requested or necessary for troubleshooting, customers may submit login credentials securely via our support portal. These credentials are encrypted and only accessible to authorized staff during the resolution process. Submitting credentials is optional and only used for support purposes.
  • Downloadable Ticket Summary: Customers can download a PDF version of their ticket through the support portal. This summary includes the original ticket description and relevant customer information such as name, email, and ticket metadata. Agents may assist with generating the PDF upon request, but the document is never stored by ProRedLine unless explicit consent is given by the customer.

Contact Methods

  • Email: Emails sent to our official addresses will automatically generate a ticket in our system. Customers can reply directly to these emails to continue the conversation. Our system uses email piping to associate replies with the correct ticket. You can also access your ticket using the same email address via https://support.proredline.com/.
  • WhatsApp: Support inquiries via WhatsApp are welcome. However, please note that a ticket will be created for each WhatsApp interaction to ensure a complete record of all communication.
  • Social Media: For support inquiries made via social media, customers will be directed to the ticket system at https://support.proredline.com/.
  • Phone Calls: We do not provide phone support. Please use the ticket system or WhatsApp for assistance.

Feedback and Surveys

  • Satisfaction Survey: After your ticket is marked as ‘Closed’ or ‘Cancelled’, you may receive an invitation via email to complete a satisfaction survey. This helps us improve our support quality. Participation is entirely voluntary.

Privacy and Mailing Lists

  • ProRedLine will not add customers to any mailing lists when they create a support ticket or contact us via email or WhatsApp. We respect your privacy and only use your contact details for support-related purposes.
  • For more information about how we handle your data, please refer to our Privacy Policy.

Official Contact Information

To help protect against phishing and fraudulent communications, please verify our contact details below:

If you receive communication from an email address or phone number not listed here, please contact us immediately via the ticket system to verify its legitimacy.

Why We Use a Ticket System

Our ticket system ensures all customer support interactions are organized, secure, and easily accessible. By centralizing communication, we can provide:

  • Faster, more accurate support: Issues are tracked, and nothing gets lost.
  • Clear tracking of progress: Customers and our team can easily follow up on any ongoing inquiries.
  • Administrative records: Historical data is available for future reference, making issue resolution more efficient.

Thank you for understanding and following our Contact & Support Policy. If you have any questions, feel free to reach out via https://support.proredline.com/.