Support Policy

Cyberkida Digiera Private Limited is committed to providing timely, professional, and structured support to all clients. This Support Policy defines the channels, response standards, and scope of support available across all service engagements.

1. Support Channels

Email Support
For detailed queries, technical issues, or formal support requests: care@cyberkida.com

Phone Support
For direct assistance during business hours: +91 8076048031

Live Chat
Where available, a live chat feature on the Company's website may be used for immediate assistance.

Support Ticket System
For complex, multi-step, or ongoing project-related issues, the Company may create a dedicated support ticket to enable structured tracking and resolution of the matter.

2. Support Hours

3. Response Time Standards

• Standard (non-urgent) queries: Response within 24–48 business hours.
• Critical issues (service outages, major functional bugs, application downtime): Initial response and active resolution within 4–6 hours during business hours.

4. Scope of Support

Website Development & Design
Support covers issues related to website functionality, performance, UI/UX, content integration, hosting configuration, and third-party plugin or integration issues.

Digital Marketing
Support covers campaign tracking, analytics discrepancies, content updates, SEO performance queries, and troubleshooting with advertising platforms and reporting tools.

Application Development
Support is provided for bug reports, performance issues, crashes, and functional defects, prioritized based on severity and impact.

Graphic Design
Post-delivery support covers file format requests, minor adjustments, and clarifications related to delivered design assets.

5. WebView Application Support

• Content-related issues visible within the WebView are handled in coordination with the web content team.
• App-specific issues — including performance, crashes, and update failures — are supported directly by the Company's technical team.

6. Exclusions from Support Scope

• Third-Party Services: The Company does not provide direct support for third-party tools such as payment gateways or hosting providers. Guidance will be offered, but resolution must be sought through the respective service provider.
• Out-of-Scope Customization: Feature additions or significant modifications beyond the agreed project scope will be assessed and quoted separately.
• Post-Approval Changes: Requests for major changes following formal client approval and project closure may be chargeable.

7. Emergency Support

• Emergency support outside standard business hours is available upon request and may be subject to additional charges depending on the urgency, complexity, and nature of the issue.
• Emergency support is applicable in cases of critical downtime, broken core functionality, or security vulnerabilities requiring immediate resolution.

8. Feedback & Escalation

• Clients who are dissatisfied with the support received, or whose issue remains unresolved, may escalate the matter to the senior support team by writing to care@cyberkida.com.
• The Company actively welcomes feedback as part of its commitment to continuous service improvement.

This Support Policy is subject to periodic review and may be updated without prior notice to reflect operational requirements.

For Queries & Support