Support
Written down before it happens, which is the only time it is worth writing down.
Nobody can sign in, the app is down, or data is at risk. Your whole HR team is blocked.
The careers page is not taking applications, a candidate cannot accept an offer online, a hiring manager cannot reach their portal. Work is happening, but around a hole.
A screen is wrong, a number looks off, a question about how something works, a request for a change.
09:00–19:00 IST, Monday to Friday, with P1 answered any day including weekends. Being in India is the point: your morning is our morning. A vendor in another timezone answers a question you asked at 10am while you are going home.
Email for anything with detail in it. WhatsApp for anything urgent — a small team can be reached that way and a large vendor cannot, which is the one advantage of buying from us rather than from them.
If a P1 has no reply in an hour, or a P2 in half a day, the next message goes to the person who owns this product rather than into a queue. There are not enough layers here for an escalation to get lost in.
A person who has read it, telling you what they know and what happens next. Not an acknowledgement from a ticketing system — those are a measurement, not an answer.
A fix within a stated time. Nobody honest can, because the time depends on what broke. What is promised is that you always know what is happening and are never waiting in silence.
The status page shows what is running right now, and what has gone wrong before.