Support Policy

Support Hours

• Monday to Friday: 9:00 AM to 6:00 PM IST
• Saturday and Sunday: Closed
• Public Holidays: Closed

Turnaround Time (TAT)

Our standard turnaround time (TAT) for support requests is 24 hours during business days. Requests submitted outside of our regular support hours will be addressed on the next business day.

How to Reach Us

Email Support

Email us at hello@metageeks.tech with detailed information about your issue. Please include your name, contact information, and any relevant details to help us address your concern promptly.

Online Support Portal

Visit our Support Portal to submit a ticket. Track the status of your request and communicate directly with our support team.

Support Process

Submit a Request

Provide a clear and detailed description of your issue. Attach any relevant screenshots or documents to assist us in understanding and resolving your problem.

Acknowledgment

Upon receiving your request, we will send an acknowledgment email within 24 hours during business days. This email will include your ticket number and an estimated time for resolution.

Resolution

Our support team will investigate and work on resolving your issue. You may be contacted for additional information if necessary. Once resolved, we will notify you via email or through the support portal.

Follow-Up

If you have any further questions or need additional assistance after the issue is resolved, please respond to the ticket or contact us through the provided channels.

Response Times

• Critical Issues (e.g., system outages, severe bugs): Initial response within 1-2 hours, resolution within 24 hours.
• High Priority (e.g., service disruptions): Initial response within 4 hours, resolution within 48 hours.
• Medium Priority (e.g., non-urgent issues): Initial response within 1 business day, resolution within 72 hours.
• Low Priority (e.g., feature requests): Initial response within 2 business days, resolution within 7-10 days.