Support that picks up the phone.
Four channels — phone, WhatsApp, email, in-app ticket. Severity-based SLAs. A transparent escalation matrix you can hold us to.
Four ways to reach us. Pick whichever is least friction.
No call-centre IVR. Every channel goes to a human who knows your school.
- Direct line per customer
- Business hours: 9 AM – 7 PM IST
- After-hours for Severity 1 incidents
- Quickest path for non-urgent queries
- Verified business number
- Searchable conversation history
- support@your-csm-handle
- Acknowledge in 1 business hour
- Audit-trail-friendly
- Available inside your portal
- Auto-tagged with module + screen
- Status visible to you in real time
- Per-module how-to articles
- Search inside the portal
- Updated with every release
- Free quarterly webinars
- On-demand video library
- Module-specific deep dives
What counts as urgent.
Severity drives response time. We document what each level means so there's no debate at 11 PM.
Users unable to log in · core module returning errors · payment processing broken. Active engineer on the issue, hourly updates.
A module is partially broken but workarounds exist. Fix scheduled within 24 hours.
Bug affecting a single user or low-traffic flow. Fix in the next maintenance window.
Configuration question or new-feature request. Routed to the right specialist.
When something isn't moving fast enough.
If your CSM hasn't responded by SLA, here's exactly who to talk to next — by role, not by ticket queue.
- 1
Your CSM. First line. Knows your account, your config, your team. Reachable on phone + WhatsApp.
- 2
Service head. If CSM hasn't responded by SLA. Escalation is by role, named at every level — no anonymous queue.
- 3
Director (Customer Success). Final escalation. 30-min response at this level for any Sev 1/2.
- 4
CEO direct. If all three above haven't resolved within 24 hours — we'll give you the founder's number, in writing, at signing.