Support Policy
Last updated: May 2025
1. Overview
Gyansetu Digitalisation Solutions ("Gyansetu", "we", "us") is dedicated to providing reliable, timely, and effective support to all customers using our Smart City, Digital Twin, Analytics, and IoT platforms. This Support Policy outlines the channels through which you can reach us, the response times you can expect, and the scope of assistance we provide.
This policy applies to all active subscription holders. Support entitlements vary by subscription tier as described in Section 3. We reserve the right to update this policy at any time; significant changes will be communicated by email to registered account holders.
2. Support Channels
We offer the following channels for raising support requests. Channel availability depends on your subscription tier (see Section 3).
Email Support
Submit your query to support@gyansetu-digital.in. Please include your account ID, a detailed description of the issue, and any relevant screenshots or logs. We aim to respond within 2 business days. Available on all plans.
Web Support Portal
Log, track, and manage support tickets at gyansetu-digital.in/supportServices. The portal provides a full history of your cases, status updates, and access to our knowledge base. Available on Professional and Enterprise plans.
Phone Support
Direct phone access to our support engineers is available exclusively for Enterprise plan customers. Your dedicated account manager will provide the direct line and escalation contacts during onboarding.
3. Support Tiers
Gyansetu offers three support tiers aligned with our subscription plans. All SLA times refer to business hours (09:00–18:00 IST, Monday–Friday) unless stated otherwise.
| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Channels | Email + Chat | Email, Chat, Phone | |
| Initial Response SLA | 2 business days | 8 business hours | 1 hour (critical) |
| Availability | Business hours | Business hours | 24 / 7 |
| Dedicated Manager | — | — | check_circle |
| Included in Plan | check_circle | Add-on available | Included |
Critical issues are defined as complete platform outages or data unavailability affecting production environments.
4. Scope of Support
Our support team is equipped to assist with the following:
- check Diagnosing and resolving platform issues — bugs, errors, and unexpected behaviour within Gyansetu-managed software.
- check Configuration guidance — help setting up dashboards, data connectors, IoT device mappings, and alert rules.
- check Integration support — assistance connecting Gyansetu APIs to third-party systems using our documented interfaces.
- check Guidance on user management, roles, permissions, and access controls within the platform.
- check Assistance with billing and account queries.
The following items fall outside the scope of standard support:
- close Custom development work — building bespoke features, custom data pipelines, or new integrations not covered by existing APIs. Such requests may be scoped as a paid professional services engagement.
- close Support for third-party software or hardware not supplied by Gyansetu.
- close Issues arising from customer modifications to platform components or configurations made outside of documented guidelines.
- close Support for accounts that are suspended or overdue on payment.
5. Escalation Process
If you feel that a support case is not being resolved within the agreed SLA, or if the severity of the issue warrants faster attention, you may escalate through the following steps:
-
1
Reply to your existing ticket
Add the word "ESCALATE" in the subject line and describe the business impact. This flags your ticket as high priority in our queue.
-
2
Request Tier 2 review
Email support@gyansetu-digital.in referencing your ticket number and requesting escalation to a senior engineer. Tier 2 engineers handle complex infrastructure, API, and data issues.
-
3
Management escalation (Enterprise only)
Enterprise customers may contact their dedicated account manager directly at any time for critical business-impacting issues. The account manager will coordinate a cross-functional response and provide regular status updates until resolution.
All escalations are logged, tracked, and reviewed as part of our quarterly service quality process.
6. Contact Us
For all support enquiries, please use the channels described above. For general questions about this policy, write to us at: