Support Policy
At Brainvative, we are committed to providing exceptional support to our clients. Our support policy outlines how we assist you in ensuring a smooth and efficient experience with our services.
1. Support Availability: Our support team is available Monday to Friday, from 9:00 AM to 6:00 PM IST. We strive to respond to all inquiries within 24 hours on business days.
2. Support Channels: You can reach us via email at info@brainvative.com or call us at +91 9803106071. Our team is ready to assist you with any questions or issues you may have.
3. Scope of Support: Our support covers assistance with service-related inquiries, troubleshooting, and minor adjustments to the services we provide. Any significant changes or additional services may require a new agreement or additional fees.
4. Response Time: We prioritize all support requests based on urgency and impact. Critical issues are addressed as soon as possible, while other requests are managed within our standard response time.
5. Support Limitations: While we strive to help with all your needs, some issues may fall outside our support scope, including third-party software issues, hardware malfunctions, or changes outside the original project scope.
6. Updates and Maintenance: We regularly update our services to improve performance and security. Some updates may require brief downtime, which we will communicate in advance whenever possible.
7. Feedback and Escalation: We value your feedback. If you're not satisfied with the support received, you can escalate the issue by emailing info@brainvative.com, and a manager will review your case.
