Support Policy
CYBERKIDA DIGIERA PRIVATE LIMITED is committed to providing the best possible support to our clients and users. This Support Policy outlines the guidelines and procedures for receiving assistance from our support team.
1. Support Channels
We offer several channels for support to ensure that you receive timely assistance:
Email Support: For detailed inquiries, issues, or support requests, please reach out to us at:
📧 care@cyberkida.comPhone Support: You can contact our support team during business hours at:
📞 +91 8076048031Live Chat: If available, you can use the live chat option on our website for immediate assistance.
Support Tickets: For more complex issues or ongoing projects, we may create a support ticket system. This allows for better tracking and management of your requests.
2. Working Hours
Our support team is available during the following hours:
Monday to Friday: 11:00 AM to 6:30 PM IST
Weekends & Holidays: Limited support through email and messaging. We will respond to urgent issues as soon as possible, but please note that response times may be slower during weekends or public holidays.
3. Response Time
We strive to respond to all support inquiries as quickly as possible, typically within 24-48 hours for non-urgent matters.
For critical issues, such as service outages or major bugs, we aim to provide a response and resolution within 4-6 hours during business hours.
4. Support for Projects and Services
Web Development/Design: Support is provided for issues related to the website’s functionality, performance, and design. Any issues related to content, hosting, or third-party integrations are also handled under this category.
Digital Marketing: Support related to campaign tracking, analytics, content updates, SEO performance, and any issues with ads, social media platforms, and reporting tools.
App Development: For app-related issues, such as bugs, crashes, and performance, our support team will assist based on the severity and type of issue.
Graphic Design: Support for design files, format requests, or minor adjustments post-delivery.
5. Support for WebView App
If you are using our WebView application, please note:
Content Issues: For issues with web content or if something on the website is not functioning correctly in the app, please contact us. We’ll work with the website’s support team if needed.
App-Specific Issues: Issues related to the app’s functionality, performance, or crashes are supported directly by our team.
6. Limitations
Our support does not cover:
Third-party services: If your issue pertains to third-party services or tools (e.g., payment gateways, hosting services), we will guide you, but you may need to contact the third party for resolution.
Customization beyond scope: Any requests for customization or additional features outside of the original project scope may incur extra charges.
Changes after final approval: After the completion of a project or design approval, major changes requested by the client may be chargeable.
7. Emergency Support
Emergency support is available during non-business hours, but may be subject to additional charges depending on the urgency and complexity of the issue.
Emergency support includes critical website or app downtime, broken functionality, or any issue that requires immediate attention to restore services.
8. Feedback and Issue Escalation
If you are dissatisfied with our support or feel that your issue hasn’t been resolved properly, you can escalate it to our senior support team.
We encourage feedback to continually improve our services. Please contact us at care@cyberkida.com for any feedback or concerns.
9. Contact Us
For support, please use the following channels:
Email: 📧 care@cyberkida.com
Phone: 📞 +91 8076048031
Website: 🌐 www.cyberkida.com
This policy is subject to change based on our operational needs. We may update or modify the policy at any time without prior notice.