Support Policy

Support Policies & Procedures

BITPRO TECHNOCRAFT LLP's primary approach to supporting our customers is through the "Contact Us" function that is available on our site using the ticket function in the user dashboard. To ensure we are consistently achieving best-in-class CSAT via Intercom, we have implemented response times of 2 hours or less. Our support team's average time to first response time is about one hour.

OUR HOURS OF OPERATION:

• Standard Support Hours:

  • Mon. - Fri. 8 am to 8 pm ET

  • Anticipated response within 2 hours from the time of receipt

• Non-Standard Support Hours:

  • Evenings: 5pm - 8pm ET

  • Weekends: 9 am - 5 pm ET

  • The anticipated response will be addressed within 5 hours from the time of receipt from 9 am - 5 pm ET

  • Between 5:01 pm - 8:59 am ET the rep is not deemed to respond unless Sev 1 or 2 issue is raised

  • 24x7 Support on Sev 1 issue - time to first response is 30 minutes

  • Sev 2 issue - time to first response is 2 hours