1. Support Channels
Support is available through the following channels:
- Email Support: contact@vividglobalcorp.web.app — for general inquiries, account issues, and billing
- Contact Form: Available at /contact on this website — for new inquiries and partnership requests
- In-App Support: Where available, product-specific help and support is accessible within the product interface
- Dedicated Account Manager: Assigned to enterprise and custom plan customers upon onboarding
2. Support Hours
Standard support is available during the following hours:
- Monday to Friday: 9:00 AM – 6:00 PM IST (Indian Standard Time)
- Saturday: 10:00 AM – 2:00 PM IST (limited support)
- Sunday and Public Holidays: Closed (emergency support available for critical issues on enterprise plans)
Support requests submitted outside business hours will be addressed on the next business day.
3. Service Level Agreements (SLA)
Our response time commitments by plan type:
Standard / Free Plan
- Initial response: Within 48–72 business hours
- Resolution target: Best effort, no guaranteed SLA
Paid Subscription Plans
- Initial response: Within 24 business hours
- Resolution target: 2–5 business days depending on complexity
- Uptime commitment: 99.5% monthly for hosted services
Enterprise / Custom Plans
- Initial response: Within 4 business hours for critical issues
- Dedicated account manager with direct contact details
- Priority queue for all support requests
- Custom SLA terms as agreed in the enterprise contract
- Uptime commitment: 99.9% monthly with scheduled maintenance windows
4. Priority Levels
Support requests are classified into the following priority levels:
- Critical (P1): Complete service outage or data loss — targeted response within 4 hours (enterprise)
- High (P2): Major feature unavailable or significant performance degradation — response within 1 business day
- Medium (P3): Partial functionality issue with a workaround available — response within 2–3 business days
- Low (P4): General inquiry, feature request, or cosmetic issue — response within 5 business days
5. Out-of-Scope Support
The following items are outside the scope of standard support and may require separate consultation or professional services engagement:
- Third-party integrations, plugins, or code customisations not created by us
- Issues arising from client-side infrastructure, hardware, or network configuration
- Training requests beyond standard onboarding documentation
- Custom development or feature implementation requests
- Support for services or products not covered by your active subscription
- Recovery from issues caused by client-initiated modifications outside our guidance
6. Escalation Procedure
If you are dissatisfied with the resolution of a support issue:
- Reply to your existing support ticket requesting escalation
- Provide your ticket/case number and explain why you believe further action is needed
- A senior team member will review your case within 2 business days
- If still unresolved, refer to our Dispute Resolution Policy
7. Scheduled Maintenance
We perform routine maintenance on our hosted services and infrastructure. Where possible, maintenance is scheduled during off-peak hours (typically 1:00 AM – 4:00 AM IST on weekdays). Users will be notified at least 24 hours in advance of planned maintenance windows that may affect service availability.
8. Feedback and Improvement
We continuously work to improve our support quality. After a support interaction is resolved, you may receive a short satisfaction survey. Your feedback helps us improve. You may also submit product feedback or feature requests through our contact form.
9. Contact Support
For all support inquiries, contact us at: contact@vividglobalcorp.web.app or use the Contact Form. Please include your account details, product name, and a clear description of the issue.