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Support and response

Support & Response

How to reach us, what to expect, and how we handle support requests for ongoing projects.

How to contact support

Support hours

Standard support is available from 9:00 AM to 9:00 PM IST. Requests received outside support hours are handled on the next support window unless covered by a custom SLA.

Typical response targets

Response times depend on your support plan and project scope. Typical targets are:

  • High priority issues: 4 to 8 business hours
  • Standard requests: 1 to 2 business days
  • Enhancement requests: reviewed during planning cycles

Support coverage

Standard support is provided during business hours (IST). Extended coverage or critical incident response is available for eligible projects by agreement.

What helps us resolve issues faster

  • Clear steps to reproduce the issue.
  • Screenshots or short screen recordings.
  • Relevant user roles or access details.

Client agreements

For active clients, SLAs and support scope are defined in your signed agreement.