8.1 Official Support Channels #
SpanishVIP provides official support exclusively through the following channels:
- Email: support@spanishvip.com
- Live Chat: Available on the SpanishVIP website, Monday to Friday, 9:00 a.m. to 5:00 p.m. (Colombian Time)
Teachers are not authorized to provide official administrative or technical support. While teachers may guide students to contact the Support Team, any request made outside the official support channels is not considered valid or binding.
SpanishVIP does not provide support through WhatsApp, personal phone numbers, or any informal communication methods.
All matters related to plans, billing, policies, technical issues, attendance, scheduling, or account management must be addressed exclusively through the official channels listed above.
8.2 Response Times #
Support requests are answered within 24 business hours.
Customer service operates Monday through Friday, excluding weekends and official holidays.
If a request requires additional internal review or coordination, the student will be informed accordingly and will receive an update once a resolution is available.
To ensure efficient processing, students are advised not to send multiple follow-up messages regarding the same request. Each new message repositions the inquiry at the end of the support queue and may delay response time.
8.3 Support Prioritization #
SpanishVIP processes support requests based on both order of arrival and priority level.
Cases involving urgent matters that affect class access, scheduling continuity, or active service disruption are prioritized accordingly.
