Complaints

1How to make a complaint

Write to support@asgard.qa with the subject “Complaint”. For a Project that has not started yet, or a general matter, write to office@asgard.qa. You can also call +974 3033 3926 during business hours (Sunday to Thursday, Doha time); we will ask you to confirm the complaint by email so that both sides have a written record.

Please include:

• your name and the email address we know you by;
• the Project, Proposal or Support & Growth Plan the complaint is about;
• what happened, when, and what you have already discussed with us;
• the outcome you are asking for.

You can write in English, Arabic or Russian.

2What happens next

• We acknowledge your complaint within 1 business day and tell you who is handling it.
• We give you a full written answer within 5 business days. If the matter needs more time, for example a technical review of delivered work, we tell you why and give you a new date, no later than 15 business days after we received the complaint, and keep you updated in the meantime.
• Where the complaint is justified, we say what we will do to put it right and by when: correcting the work, a credit, a refund under the Refund Policy, or another remedy we agree with you.

Making a complaint does not change the dates in your Proposal unless we agree to that in writing.

3If you are not satisfied with our answer

Reply to our answer, or write to office@asgard.qa with the subject “Escalation”. The complaint is then reviewed by the management of ASGARD, independently of the person who handled it first. You receive a final written answer within 10 business days.

4Your other options

Nothing on this page limits your rights under the law. If you are a consumer in the State of Qatar, you may contact the Consumer Protection Department of the Ministry of Commerce and Industry (hotline 16001). If you are a consumer in the EU, the EEA or the UK, you may use the consumer protection bodies of the country where you live. Disputes that cannot be resolved by negotiation are handled as set out in the Terms and Conditions.

5Records

We keep a record of each complaint and our answer for as long as we need to show how it was handled, and in any case for the period the law requires. Personal data in complaints is processed as described in our Privacy Policy.

6Contact

• Complaints: support@asgard.qa
• Escalation and general questions: office@asgard.qa
• Phone (business hours): +974 3033 3926
• Asgard Software Development W.L.L., Doha, State of Qatar. Commercial Registration No. 247569