Last Updated: 06/11/2024

This Customer Support and Escalation Policy outlines the procedures and guidelines for receiving support, addressing customer inquiries, and escalating issues to ensure timely and effective resolutions. The policy aims to ensure that customers of Humbingo Consultancy Services LLP are provided with exceptional support, with a clear process for resolving any concerns or problems.

1. Purpose

The purpose of this policy is to outline the process for customers to request support, communicate concerns, and escalate issues when necessary. Our goal is to provide efficient and effective support to ensure customer satisfaction.

2. Customer Support

2.1. Available Support Channels

We offer multiple channels for customer support to ensure that customers can reach us in the most convenient way. These include:

• Email Support: Customers can send inquiries to [email protected].
• Phone Support: Reach us at +91 79904-85443 during business hours (Monday to Friday, 9:00am to 5:00pm).
• Live Chat: Available on our website for real-time assistance during working hours.

2.2. Support Hours

Support is available during business hours (Monday to Friday, 9:00am to 5:00pm), excluding public holidays. Requests received outside of these hours will be addressed on the next business day.

2.3. Response Time

• For email and chat inquiries: We aim to respond within 24 hours.
• For phone inquiries: We strive to answer calls within 5 minutes during business hours.

In case of urgent issues, we encourage customers to reach out via phone or live chat.

3. Escalation Process

If a customer is not satisfied with the resolution provided or if an issue remains unresolved within the expected timeframe, the following escalation process can be followed.

3.1. Step 1: Initial Support Response

The first point of contact for any issue will be the customer support team. They will assess the problem and attempt to resolve it as per our guidelines. If the issue is complex or requires further expertise, it will be escalated to a senior support agent.

3.2. Step 2: Escalation to Senior Support

If the customer feels the issue is not resolved adequately after the initial support response or if the matter requires specialized assistance, the customer can request escalation to a Senior Support Specialist. The Senior Support Specialist will review the issue, provide additional support, and attempt to resolve the problem within 48 hours.

3.3. Step 3: Managerial Escalation

If the issue remains unresolved after involvement from the Senior Support Specialist, or if the customer is dissatisfied with the solution provided, the matter will be escalated to the Customer Support Manager. The Manager will review the situation and work directly with the customer to provide an acceptable resolution. This escalation will be completed within 72 working hours.

3.4. Step 4: Final Escalation and Resolution

In cases where the Customer Support Manager is unable to provide a satisfactory resolution, the issue will be referred to the senior leadership team or department head for final resolution. The leadership team will evaluate the situation and make the final decision. The customer will be notified of the final resolution within 5 business days.

4. Urgent or Critical Issues

For urgent or critical issues that require immediate attention (e.g., system downtime, security breaches, etc.), customers can directly request expedited escalation through the following channels:

• Phone Support: Call our emergency support number +91 79904-85443.
• Email Support: Mark the subject as “Urgent” when sending an email to [email protected].

These issues will be prioritized and addressed as soon as possible.

5. Customer Satisfaction

We value customer feedback and believe it is essential to continually improve our services. After any support interaction, customers may receive a survey to provide feedback on their experience. Customers are encouraged to share their thoughts to help us improve our support processes.

6. Communication and Follow-Up

Customers will be kept informed of the status of their issue throughout the resolution process. We will notify the customer about any updates, and a follow-up will be conducted to ensure that the issue has been resolved satisfactorily.

7. Complaints Handling

If a customer remains dissatisfied with the resolution or support provided, they may submit a formal complaint to the Customer Support Manager via [email protected]. The complaint will be reviewed, and an appropriate course of action will be determined. A final response will be provided to the customer within 10 business days.

8. Record Keeping

All customer support interactions, escalations, and resolutions will be documented for internal tracking and process improvement purposes. This information will be kept confidential as per the Humbingo Consultancy Services LLP privacy policy.

9. Amendments to this Policy

Humbingo Consultancy Services LLP reserves the right to modify this Customer Support and Escalation Policy at any time. Any changes will be communicated to customers via email or updated on the company’s website.

10. Contact Information

For any questions, concerns, or requests related to this Customer Support and Escalation Policy, please contact:

• Email: [email protected]
• Phone: +91 79904-85443
• Address: Humbingo Consultancy Services LLP, 108, Krishna Aaron, New Rajmarg Road, Opp. Sanket India, Patel Chokdi, Vivekanand Wadi, Anand, Gujarat 388001