Welcome to Zigass Support Center!

Last Modified: 8 February 2025

We understand how crucial it is to receive prompt and efficient assistance when using an online platform. That's why we've created this Support Policy – a detailed guide outlining the support channels we offer, our operating hours, and what you can expect from the Zigass team.

At Zigass, our primary commitment is to provide you with a positive experience, not only with our services but also in all interactions and transactions you conduct through our platform. Our dedicated support team is here to assist you every step of the way, from navigating the website and application to completing orders and resolving any difficulties.

1. Support Channels Available – Choose the Contact Method That Suits You Best

To offer you flexibility and accessibility, Zigass provides a variety of support channels, each tailored to different types of requests and preferences. Here's an overview of the methods you can use to contact our support team:

• Online Help Center (Knowledge Base / FAQ) – Answers at Your Fingertips, 24/7

  • A Description: Our Help Center is an extensive knowledge base, available non-stop, 24 hours a day, 7 days a week. Here you will find a vast collection of informative articles, step-by-step guides, video tutorials, and answers to frequently asked questions (FAQ) from Zigass users.
  • Benefits for you:
    • Fast Self-Service: Instantly find answers to your questions without waiting for a support agent.
    • Permanent Availability: Access useful information whenever you need it, regardless of the time or day.
    • Solutions to Common Issues: Discover proven solutions for the most frequent problems and concerns.
    • Continuous Learning: Explore guides and tutorials to make the most of Zigass functionalities.
  • Access the Zigass Help Center for Customers & Merchant Help Center for Businesess.

• Zigass Dynamic Community – Pages, Groups, Events, and Extensive Forum – Interact and Get Support from Fellow Members

  • A Description: Zigass prides itself on an active and vibrant online community where users can connect, interact, and offer mutual support. The Zigass Community includes Thematic Pages, Interest Groups, Interactive Events, and an extensive Forum, dedicated to discussions, idea exchange, and mutual assistance.
  • Benefits for you:
    • Peer-to-Peer Support: Receive advice, suggestions, and solutions from other Zigass users who have similar experience.
    • Collaborative Learning: Learn from others' experiences and discover new ways to use the platform.
    • Networking and Connection: Interact with community members who share common interests.
    • Access to Diverse Perspectives: Benefit from a wide range of perspectives and approaches to problem-solving.
  • Explore the Zigass Community here.

• Online Contact Form (Advanced Ticket System) – Detailed Requests and Professional Tracking

  • A Description: For more complex requests or those requiring detailed investigation, our online contact form, based on an advanced ticket system, is the most efficient method. When you complete the form, your request is transformed into a unique, easy-to-track ticket, and our dedicated support team will take over your case. Our high-performance ticket system guarantees archive retention for a period of 5 years, ensuring a complete record of your interactions with Zigass support.
  • Benefits for you:
    • Personalized Solutions: Receive individualized assistance for specific and complex issues.
    • Simple Request Tracking: Monitor the progress of your request and communicate with the support team in an organized manner.
    • Possibility to Provide Complete Details: Describe the issue in detail and attach relevant documents (screenshots, etc.).
    • Long-Term Archive: Have the peace of mind that your request history is safely stored for future reference.
  • Access the Zigass Contact Form here

• Live Chat with a Support Agent – Instant and Interactive Assistance, 24/7

  • A Description: If you need quick answers and real-time assistance, our live chat is the ideal channel. Our team of dedicated support agents is available 24 hours a day, 7 days a week, ready to help you with questions of all complexities. Our advanced chat platform combines all popular communication channels into one intuitive panel, allowing you to interact with Zigass support without leaving your favorite website page.
  • Benefits for you:
    • Immediate Assistance: Get instant answers and resolve issues quickly.
    • Real-Time Interaction: Communicate directly with a support agent via text messages, voice, video, or screen sharing (functionalities may vary).
    • Maximum Convenience: Access the chat directly from your favorite website, without navigating to other pages.
    • Varied Support: Receive assistance for a wide range of issues, from simple questions to complex difficulties.
  • Start a Live Chat with Zigass Support by clicking the button on the bottom right corner.

• QwinTel Phone Support (TeleVoIP) – Personalized Voice Assistance, 24/7 (Exclusively for ShopWise and Buy Smartly Members)

  • A Description: For members of the ShopWise program and users of the Buy Smartly service, Zigass offers exclusive phone support through the QwinTel (TeleVoIP) platform. This personalized voice support option is available 24 hours a day, 7 days a week, directly from your Zigass account control panel.
  • Benefits for you:
    • Direct Voice Assistance: Discuss the issue verbally with a support agent to explain the problem in detail and receive step-by-step guidance.
    • Personalized Support: Benefit from a personal interaction tailored to your specific needs.
    • Integrated Convenience: Access the phone support option directly from your Zigass control panel.
    • Non-Stop Availability (for eligible members): Get phone assistance whenever you need it, regardless of the time or day.
  • Access QwinTel Phone Support through the Zigass Control Panel.

• Social Media Support – Quick Questions and Guidance (Limited Availability, Varies by Subscription)

  • A Description: Zigass extends its support presence to popular social media networks, integrating our online chat with multiple platforms, including WhatsApp, Viber, Telegram, and many others, accessible through the user control panel. We also offer support, usually with limited coverage, on dedicated social channels such as Twitter, Facebook, Snayge, FanVave, SnayTube, and others, the availability of which may vary depending on your Zigass subscription type.
  • Benefits for you:
    • Familiar Convenience: Contact support through social media channels you frequently use.
    • Quick and Simple Questions: Ideal for short questions, quick clarifications, or requests for direction.
    • Access to Useful Information: Get links to relevant resources, guides, or Help Center articles.
    • Discover More on the "Get to Know" Page

2. Our Operating Hours – Support Available 24/7, with Minor Exceptions

We pride ourselves on the fact that Zigass support is available 24 hours a day, 7 days a week for most of our main channels. Regardless of the time or day, you can count on the Online Help Center, Resolution Center, integrated live chat, and QwinTel phone support (for eligible members) to receive assistance.

• Non-Stop Support, 24/7: We reiterate that the Help Center, Resolution Center, QwinTel, and our Live Chat are permanently available, 24/7. You can access these channels whenever you need help.

• Holidays and Limitations: Although we strive to provide uninterrupted support, support availability may be partially limited or reduced for users who do not have active subscriptions on certain public holidays. Please consult the List of Public Holidays to check for possible support limitations during those periods. Users with active subscriptions benefit from priority support, including on public holidays (depending on their subscription type).

3. Response Time and Service Levels – Guaranteed Speed and Efficiency

At Zigass, we constantly monitor response times for all our support channels and strive to provide prompt and efficient assistance. Our artificial intelligence-based system helps us pre-analyze requests and provide instant answers for many common questions. Moreover, for requests requiring human intervention, a real consultant will take over your case in less than 5 minutes (under normal request volume conditions).

• Estimated Response Time per Channel: Here is a general estimate of response times for our main support channels:

  • Online Help Center: Immediate Answers (Self-Service) – Information is available instantly, 24/7.
  • Live Chat: Answers in Minutes – Our live chat agents strive to respond as quickly as possible, usually within minutes.
  • Contact Form (Ticket System): Response within a Maximum of 24 Business Hours – We commit to providing an initial response to requests submitted through the contact form within 24 business hours. In most cases, you will receive a response much faster, usually within 4-8 business hours.
  • QwinTel Phone Support: Immediate Response During Operating Hours (24/7 for eligible members) – If you are a ShopWise or Buy Smartly member, QwinTel phone support offers you immediate voice responses, 24/7.

• Service Levels (SLA) and Subscriptions – Personalized and Priority Support: Zigass offers different levels of support, included in our subscriptions (Standard, Premium, Advanced, and Private). The differences between these levels are reflected in response times, priority support channels, and access to additional assistance features. To view complete details about the service levels included in your subscription, please access the "Subscriptions" section in your Zigass account control panel [Link to Subscriptions Section in Control Panel HERE].

• Factors That May Influence Response Time: Although we strive to meet the estimated response times, certain factors may occasionally influence the time required to receive a response, such as:

  • High Request Volume: During peak periods or major launches, the volume of support requests may increase, temporarily affecting response times.
  • Complexity of the Issue: Requests involving complex technical problems or detailed investigations may require more time to resolve.
  • Time Zone Differences: Although support is 24/7, response times may vary slightly depending on the time zone of the support agent and the user.
  • Force Majeure Events: Unforeseen events (major technical issues, natural disasters, etc.) may temporarily affect support availability and response times.

4. Languages Supported – Communication Without Linguistic Barriers

At Zigass, we aim to communicate effectively with our users worldwide. Therefore, our multilingual support team is ready to assist you in a variety of languages.

• Support Languages: Zigass support is offered in a wide range of languages to ensure we can assist you in your preferred language.

  • Primary Support Language: English is our primary support language. The majority of our support resources and agents are available in English.

  • Other Supported Languages: In addition to English, we also offer support in Spanish, French, German, Romanian, and over 68 other languages. We are constantly expanding our linguistic capabilities to serve a global audience.

  • Complete List of Supported Languages: To see the complete and updated list of all languages in which we offer support, please visit the dedicated page on our official website on the List of Supported Languages. Here you will find the latest information on available languages and any updates.

  • Language Availability Across Support Channels: We strive to offer support in as many languages as possible across all our support channels. In general, most Zigass support channels (Help Center, Live Chat, Contact Form, Phone Support) offer support in all languages listed on our website. However, in rare cases or for less common languages, availability may vary. Please check the language options available within each support channel at the time of use.

5. Types of Issues Supported – We Are Here to Help You With a Wide Range of Problems

The Zigass support team is prepared to assist you with an extensive variety of questions and issues related to our platform and services. Our goal is to provide you with the necessary help to have the smoothest and most efficient experience with Zigass.

• Main Types of Assistance Offered: Here are some concrete examples of the types of problems and questions our support team is specialized to assist with:

  • Questions about the Functionality of the Website, Application, or Service:

    • Do you have questions about how a certain feature works? Are you unsure how to use a specific function? Our team can guide you step-by-step through Zigass functionalities and help you understand how to use them to their full potential.

  • Technical Assistance (Operational Issues, Errors, Bugs):

    • Are you encountering errors, bugs, or technical problems while using the Zigass Website, Application, or Service? Our technical team is ready to investigate and help you resolve technical issues, providing solutions and guidance.

  • Help with Account Setup and Profile Management:

    • Do you need assistance creating or configuring your Zigass account? Do you want to modify information in your profile? Our team can assist you with the registration process, updating personal data, managing security settings, and other aspects related to your account.

  • Assistance Related to Billing and Payments:

    • Do you have questions about invoices, payments, subscriptions, promotional codes, or the payment process in general? Our support team can provide clarifications about billing policies, help you understand invoices, and resolve any payment-related issues.

  • Clarifications Regarding the Terms and Conditions or Privacy Policy:

    • Do you have questions about our Terms and Conditions of Use or the Privacy Policy? Our team can explain the provisions of these legal documents and help you understand your rights and obligations as a Zigass user.

  • Guidance on Using Specific Advanced Features or Functionalities:

    • Do you want to learn how to use more complex features or advanced functionalities of Zigass? Our support agents can offer you detailed guidance, personalized tutorials, and practical tips to make the most of all the opportunities offered by the platform.

  • Clarifications about Specific Programs, Sweepstakes, Events, and Contests within Zigass:

    • Do you have questions about our special programs (e.g., loyalty programs, partnerships), about active sweepstakes and contests, or about events organized by Zigass? The support team can provide you with detailed information about these initiatives and help you participate.

  • Purchase Assistance Through the Dedicated Personal Shopper Service:

    • Do you want to use our Personal Shopper Service to make purchases through Zigass but need help? The dedicated Personal Shopper support team can guide you through the purchasing process, help you find the desired products, place orders, and resolve any difficulties encountered during the personalized shopping process.

6. What Support Does NOT Cover – Limitations of Our Assistance

While we strive to provide the most comprehensive and helpful support possible, it is important to understand that there are certain limitations regarding the assistance that the Zigass support team can offer. To set realistic expectations, here are the types of issues or requests that are not covered by our standard support through the channels presented in this policy:

• Examples of Zigass Support Limitations:

  • Support for Issues Not Directly Related to the Zigass Website, Application, or Service:

    • We do not offer technical support for issues that occur outside the Zigass platform. This includes, but is not limited to:
      • Problems with the user's personal device (computer, mobile phone, tablet, etc.).
      • Issues related to the user's internet connection (speed, stability, network errors).
      • Problems with third-party software that is not developed or approved by Zigass (operating systems, web browsers, external software applications, etc.).
      • Configuration of the user's local network (router, modem, personal firewall).
      • Issues related to the user's Internet Service Provider (ISP).
      • Exception: If the third-party issue has a direct and demonstrable link to a specific Zigass functionality and directly affects the use of our service (for example, a known incompatibility with a specific version of a browser recommended by Zigass), we will make reasonable efforts to investigate and provide guidance, but we cannot guarantee full technical support for third-party software.

  • Personalized Consulting or Extensive Training Through Standard Support Channels:

    • The support channels described in this policy (Help Center, Live Chat, Contact Form, Phone Support) are designed to provide specific assistance and quick resolution of issues. We do not offer extensive personalized consulting services or individualized training sessions through these standard channels.
    • Shopping Academy – Dedicated Resource for Personalized Training and Consulting: For personalized training, dedicated consulting sessions, detailed strategic guidance, and extended support to optimize your Zigass experience, we invite you to access our Official Page – Shopping Academy [Link to Shopping Academy HERE]. Here you will find structured training options, individual coaching, webinars, and other resources specially designed to offer you in-depth and personalized assistance.

  • Custom Development or Service Modifications for Individual Needs:

    • The Zigass support team cannot offer custom development services or platform modifications to meet specific individual needs. The Zigass service is offered as a standardized platform with defined functionalities for all users.
    • Shopping Academy – Possible Solutions for Specific Needs: If you have very specific needs or desire personalized solutions that go beyond Zigass's standard functionalities, we encourage you to explore the consulting and training options offered through the Shopping Academy. Although we cannot modify the standard platform for each user, the Shopping Academy can offer consulting to find creative ways to use existing Zigass functionalities to meet your individual requirements, or may offer alternative solutions.

  • Support for Third-Party Services Integrated with Zigass – Direct Responsibility of Zigass Support:

    • Although we mentioned above that we do not offer support for external third-party software, in the case of third-party services that are directly integrated into the Zigass platform (and are promoted as part of the Zigass experience), our support team is responsible for helping you and responding to difficulties you encounter in using these integrated services.
    • It is not necessary to contact the third-party service support directly. If you encounter problems with a third-party service integrated into Zigass, contact the Zigass support channels described in this policy. Our team will take over your request, diagnose the problem, and, if necessary, collaborate with the integrated third-party service provider to find a solution and help you resolve the issue as quickly as possible.

7. What We Expect From You – Your Role in Ensuring Efficient Support

To help us provide you with the best possible support, you also have an important role to play. Clear and efficient communication from your side allows us to quickly understand the issue and offer you the right solution as soon as possible.

• How to Get The Best Support – Guide for Efficient Assistance: Follow these simple steps to ensure you receive prompt and relevant assistance from the Zigass team:

  • Provide Complete and Clear Information About Your Issue:

    • Describe the issue in detail: Explain clearly and concisely what problem you are encountering, what functionality is not working as expected, or what question you have. The more details you provide, the better we can help you.
    • Include steps to reproduce (if applicable): If the issue relates to a specific sequence of actions, describe the steps you took to reproduce the problem.
    • Mention error messages (if any): If you have received error messages, please include them in full in your support request or send us a screenshot.
    • Attach relevant screenshots: Screenshots can be extremely helpful in visually illustrating the issue and helping us better understand the context.

  • Specify the Support Channel You Used:

    • Inform us how you contacted us: Tell us what contact method you used to request support (for example, did you use the Online Contact Form, Live Chat, Zigass Community - Group, Forum, Event, Page, or another channel). This helps us direct your request to the right team and track the history of interactions.

  • Include Information About Your Account (if necessary and relevant):

    • Email address associated with your account: If the issue is related to your Zigass account, please provide the email address you use to log in. This helps us quickly identify your account and access relevant information to assist you.
    • Your Customer ID (if available): If you have a Zigass Customer ID, including it in your request can speed up the process of identifying your account.

  • Check the Online Help Center Before Contacting Support:

    • Explore the knowledge base: We encourage you to check our Online Help Center (Knowledge Base/FAQ) [Link to Help Center HERE] before directly contacting the support team. The Help Center is a valuable resource containing answers to many frequently asked questions and solutions to common problems. The answer to your question may already be available there, providing you with an instant solution.
    • Search by keywords: Use the Help Center search function to find relevant articles for your issue, using descriptive keywords.
    • Browse help categories: Explore the thematic categories in the Help Center to discover useful information about various Zigass functionalities and aspects.

  • Adopt a Respectful and Polite Attitude in Communication:

    • Communicate with respect and politeness: Our support team is dedicated to helping you and appreciates respectful and constructive communication. Please maintain a polite tone and avoid offensive or aggressive language in your interactions with the support team. A respectful dialogue helps us collaborate effectively and find solutions together.

8. Problem Escalation – When the Issue Requires Additional Attention

We understand that, in rare cases, the solution initially offered by the standard support team may not be fully satisfactory, or your issue may require a more in-depth analysis. In these situations, Zigass offers a problem escalation process to ensure your request receives the necessary attention at a higher level.

• Problem Escalation Process – Steps to Follow: If you are not satisfied with the solution received or believe your issue requires further attention, here are the steps you can follow to escalate the problem:

  • Contact the Initial Support Channel Again and Request Escalation:

    • Re-establish contact through the same channel: Please contact again the support channel you initially used (Live Chat, Contact Form, etc.).
    • Clearly mention that you want Escalation: In your communication, clearly specify that you are not satisfied with the solution offered or that you wish to escalate the problem to a higher level of support, the Resolution Center. Mentioning the word "escalation" helps correctly direct your request.
    • Summarize the problem and the initial solution (if applicable): To provide context, briefly summarize the original problem and explain why the initial solution was not satisfactory to you.

  • Contact a Support Manager (for Eligible Subscriptions) – Priority Assistance and Higher Level:

    • Access to Support Manager via Control Panel: For users with active Zigass subscriptions (Standard, Premium, Advanced, Private), we offer the possibility to directly contact a support manager or a higher level of assistance.
    • Access the option to contact a support manager through the Personal Control Panel. In your control panel, you will find a dedicated support section where you can select the option to contact a support manager. The availability of this option may vary depending on your subscription type.

  • Estimated Response Time for Escalation:

    • Up to 72 business hours: We commit to analyzing escalation requests and providing a response within a maximum of 72 business hours. This estimated response time may vary depending on the complexity of the issue, the volume of escalation requests, the working hours of the resolution team, days off or public holidays.
    • Maximum priority for escalations: Escalation requests are treated with maximum priority by our resolution team, who will make every effort to investigate the issue in depth and provide an adequate solution as soon as possible.

9. Feedback and Suggestions – Help Us Continuously Improve

At Zigass, we greatly appreciate the feedback of our users. Your opinion is essential to continuously improve our support services and provide the best possible experience for all Zigass users.

• Encouraging Feedback and Suggestions – Your Voice Matters: We encourage you to provide us with feedback about your experience with Zigass support, whether it is a positive experience or aspects that could be improved.

  • How You Can Provide Feedback – Available Channels: You have several methods available to send us feedback and suggestions:

    • Customer Satisfaction Surveys (CSAT): Occasionally, we may invite you to participate in Customer Satisfaction Surveys (CSAT) after you have interacted with the support team. Please take a few moments to complete these surveys, as your feedback is extremely valuable.
    • Zigass Community Forum: You can post feedback, suggestions for improvement, praise, or constructive complaints on the Zigass community forum in the dedicated feedback section or on relevant topics. The community is an excellent space to share your experience and initiate constructive discussions publicly.
    • Zigass Groups, Pages, and Events on the Community: You can also provide feedback on our Pages, Groups, and Events on Social Media platforms. Interacting on social media is a quick way to share your opinion and draw the Zigass team's attention.
    • Our Support Center (Contact Form or Live Chat): You can use our Online Contact Form or Live Chat to send detailed feedback or specific suggestions to the support team. These channels are ideal for more formal or private feedback.

  • Types of Feedback Appreciated – What We Are Interested to Know: We are interested in any type of feedback that helps us improve our services, but we especially appreciate:

    • Suggestions for Improving Support Services: Do you have ideas on how we can make Zigass support more efficient, more accessible, faster, or more helpful for you? Your suggestions are extremely valuable!
    • Praise and Recognition for Support Agents: Have you had a positive experience with a particular support agent? Please tell us! We appreciate the recognition of the performance of our dedicated agents.
    • Constructive Complaints and Reporting Issues: Have you had a negative experience or encountered an unresolved problem? Please report it to us in a constructive way, providing clear details about the issue encountered. Complaints help us identify areas where we need to improve and correct errors.
    • General Feedback About the Support Policy: Do you have suggestions on how we can improve this Support Policy to be clearer, more comprehensive, or easier to use? Your opinion matters.

  • How We Use Your Feedback – Continuous Improvement: We assure you that your feedback is valuable and is carefully analyzed by the Zigass team. We use the feedback received to:

    • Continuously improve support procedures and tools.
    • Identify areas where additional training is needed for support agents.
    • Adjust the Support Policy to be clearer and more effective.
    • Recognize and reward the performance of support agents.
    • Provide an ever-better support experience to all Zigass users.

10. Changes to Support Policy – Stay Informed About Updates

Our Support Policy is a living document that may be updated periodically to reflect improvements in our support services, changes in procedures, or feedback received from users. Therefore, it is important to stay informed of any changes.

• Periodic Updates to the Policy: Please be informed that the Zigass Support Policy will be updated periodically as our services and procedures evolve. The purpose of these updates is to always provide you with accurate and relevant information on how to get assistance.

• How Changes Will Be Communicated – Transparency and Proactive Information: To keep you informed of any changes, we will post all modifications to the Support Policy on the Zigass Website, Application, or Service. Similar to the Privacy Policy, these updates will be easily found and accessed directly on our platforms.

• Encouragement to Periodically Check – Your Responsibility to Stay Informed: As the Support Policy may change occasionally, we encourage you to periodically check this page to ensure you are aware of the latest version and any modifications. Regularly reviewing the Support Policy will help you stay informed about how you can receive assistance from Zigass.

• Last Updated Date – Indicating the Current Version: To help you easily identify if changes have been made since your last visit, we will always include the last updated date at the top or bottom of the Support Policy page. Check the last updated date to make sure you are reading the most recent version of the document.

11. Contact Information (for Support Policy) – Use General Channels for Inquiries

This section provides information on how to contact us for specific questions related to this Support Policy. For general support or technical assistance inquiries, please use the support channels detailed in Section 1 – Support Channels Available.

• Specific Contact Information for the Support Policy: No specific contact information is included in this section for questions strictly related to the Support Policy.

• Use General Support Channels for Questions and Clarifications: If you have questions, comments, or concerns related to this Support Policy (and not general technical support or platform usage), please use the general Zigass support channels as described in Section 1 – Support Channels Available. Our general support team will direct your request to the appropriate department to receive a proper response. In particular, the Online Contact Form (Ticket System) [Link to Contact Form HERE] is an efficient channel for sending questions about the Support Policy.

Conclusion – Thank You and We Encourage You to Contact Us When You Need Help!

Thank you for reading the Zigass Support Policy! We hope this document has provided you with a clear and complete picture of our support services and how we can assist you.

The Zigass team is here for you! If you need assistance, please do not hesitate to contact us through any of the support channels described in Section 1 – Support Channels Available. We are ready to help you promptly and professionally, and we want you to have the most pleasant and efficient experience with Zigass.

For complete information about how we protect your personal data, please also consult our Privacy Policy Page.