Customer Support Policy
Our commitment to providing exceptional support and service
Our Support Philosophy
At 10MinutesIndia, we believe that exceptional customer support is the foundation of trust and long-term relationships with our users. This policy outlines our commitment to providing timely, effective, and courteous support to all our customers.
1. Support Channels
We provide multiple channels to ensure you can reach us in the way that's most convenient for you:
Email Support
For detailed inquiries and non-urgent matters
support@10minutesindia.com
Phone Support
For urgent matters and immediate assistance
+91-XXXXX-XXXXX
Live Chat
For quick questions and instant support
Available on our website
Help Center
Self-service knowledge base
Available 24/7
2. Support Hours
Our customer support team is available during the following hours:
Monday - Friday
9:00 AM - 6:00 PM IST
Saturday
10:00 AM - 4:00 PM IST
Sunday
Emergency Support Only
Emergency support is available 24/7 for critical issues affecting service availability.
3. Response Time Commitments
We are committed to responding to your inquiries within the following timeframes:
Email Support
Initial response within 4 hours during business hours, full resolution within 24 hours
Phone Support
Immediate response during business hours, voicemail response within 2 hours
Live Chat
Instant response during business hours, typically under 2 minutes
4. Types of Support We Provide
Our support team can assist you with the following:
Account Management
Account setup, verification, profile management, and access issues
Billing Support
Payment issues, subscription management, and billing inquiries
Technical Support
Website functionality, app issues, and technical troubleshooting
Product Guidance
How-to questions, feature explanations, and best practices
5. What We Don't Cover
While we strive to help with all your inquiries, there are certain limitations to our support:
Third-Party Services
We cannot provide support for issues related to third-party apps, services, or integrations
Legal Advice
Our support team cannot provide legal, financial, or professional advice
Content Creation
We don't create, edit, or manage content on behalf of users
Out-of-Scope Technical Issues
Issues related to user's hardware, internet connection, or unsupported browsers
6. Escalation Process
If your issue requires additional attention, we have a clear escalation process:
Level 1 Support
Initial contact with our front-line support team who will attempt to resolve your issue immediately.
Level 2 Support
If unresolved, your case is escalated to specialized technical experts within 24 hours.
Management Review
For complex issues, your case is reviewed by support management within 48 hours.
Executive Escalation
If still unresolved, your case reaches executive leadership for final resolution.
7. Quality Assurance
We are committed to maintaining high standards of support quality through:
Regular Training
Continuous training programs for our support team
Performance Monitoring
Regular assessment of support quality and response times
Customer Feedback
Regular collection and analysis of customer satisfaction
Continuous Improvement
Ongoing process improvements based on feedback
8. Customer Responsibilities
To help us provide the best support possible, we request that you:
Provide Complete Information
Share all relevant details about your issue, including error messages and steps to reproduce
Be Available for Follow-up
Respond to our follow-up questions promptly to help us resolve your issue faster
Check Documentation First
Consult our help center and FAQs before contacting support for common questions
Maintain Professional Communication
Communicate respectfully with our support team members
9. Feedback and Complaints
We value your feedback and take complaints seriously:
Support Feedback
Share your experience with our support team
feedback@10minutesindia.com
Formal Complaints
For unresolved issues and formal complaints
complaints@10minutesindia.com
We acknowledge all feedback within 24 hours and resolve complaints within 5 business days.
10. Policy Updates
We may update this Customer Support Policy from time to time to reflect changes in our support practices, technology, or legal requirements. Significant changes will be communicated to users through email notifications or prominent notices on our website.
11. Contact Information
For any questions about this Customer Support Policy or our support services, please contact us at:
Customer Support
Email: support@10minutesindia.com
Phone: +91-XXXXX-XXXXX
Live Chat: Available on website
Office Address
10MinutesIndia
Varanasi, Uttar Pradesh — 221010
India