Contact & Support Policy

Effective Date: 07 September 2025 (07/09/2025)
Last Updated: 05 September 2025 (05/09/2025)

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:

1. Support Through Our Ticket System

  • Primary Support Channel: All support requests are managed through our ticket system 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: Customers receive email notifications when tickets are updated. You may reply directly via email to update the ticket.
  • Support Availability: Support is exclusively available to customers within the European Union. Customers outside the EU are not eligible for support.
  • 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.
  • Response Target: ProRedLine aims to respond within 48 hours. This is a target only and does not constitute a Service Level Agreement (SLA).
  • Secure Sharing of Login Data: Customers may provide credentials only when necessary. These are encrypted, accessible only by authorized staff, and deleted after the issue is resolved. Submitting credentials is optional and at the customer’s own risk.
  • Downloadable Ticket Summary: Customers may generate a PDF copy of their tickets. Agents may assist upon request. ProRedLine does not store these PDFs unless explicit consent is given.

2. 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: ProRedLine does not offer phone support. Please use tickets or WhatsApp.

3. Feedback and Surveys

After a ticket is marked as Closed or Cancelled, customers may receive a voluntary satisfaction survey. Feedback is linked to the ticket for quality control and anonymized after 12 months.

4. Privacy and Mailing Lists

  • Support-related personal data is processed in accordance with our Privacy Policy.
  • ProRedLine does not use support contact details for marketing or mailing lists.
  • Credentials or sensitive data should only be shared when strictly necessary.

5. 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.

6. 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.

For questions or concerns about this policy, contact us at info@proredline.com.