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Client Care

Last updated: July 2026

1. Here when you need us

Good work depends on clear communication, especially when a project is moving quickly. Whether you need a progress update, want to clarify a deliverable, or feel something has not met the agreed standard, INNOVEX TECHNOLOGIES L.L.C wants to hear about it early enough to act.

2. Contact and response times

Email info@innovexagency.com or use our contact form. Existing clients can also contact their project lead through the channel already agreed for the project.

We aim to send a first response within one business day and a substantive update within three business days. These are indicative response times: a complex production, technical, or third-party issue may take longer to investigate, but we will explain the next step and keep you informed rather than leave the matter open without context.

For an urgent production, campaign, or live-site concern, put the urgency and business impact at the start of your message. This helps the team identify the right owner and distinguish a time-sensitive issue from a routine request.

3. Resolving concerns

Your project lead is normally best placed to resolve a concern quickly because they know the scope, decisions, approvals, and delivery history. If they cannot resolve it, or the concern is about that working relationship, ask for the matter to be escalated to the account lead. The account lead will review the record, confirm ownership, and identify a practical route forward.

A substantive update may confirm what we understand, what is being checked, who owns the next action, and when you should expect to hear from us again. If the facts are incomplete, we will say what evidence or decision is still needed.

4. Complaints path

  1. Raise the issue with your project lead. Explain the concern and the outcome you need.
  2. Escalate it in writing to the account lead. Ask your project lead or our main contact address to route the written escalation.
  3. Receive a written response. We aim to provide the outcome, proposed remedy, or next review step within 10 working days of the written escalation.

5. Help us act quickly

Include your name and organisation, the project or deliverable, relevant dates, a clear description of the issue, and any useful files or earlier correspondence. Tell us the effect on your business, the outcome you consider reasonable, and any real deadline we should understand. Please avoid sending unrelated confidential or personal information.

6. Feedback is welcome

Client care also means learning what worked. Positive feedback about a person, process, or deliverable helps us recognise strong work and repeat it. Send it through the same email address or contact form; we will make sure it reaches the people involved.