Helicoptic Solutions - Customer Support & Issue Resolution Policy. At Helicoptic Solutions, we are committed to providing reliable support and timely issue resolution for all our customers. To ensure transparency and efficient support, every technical request, complaint, or service request is handled according to the Service Level Agreement (SLA) mentioned below.
How to Raise a Support Request
Customers can raise a support request through any of the following channels:
- Support Ticket Portal
- WhatsApp Support
- Email Support
- Customer Dashboard
- Live Chat (if available)
After your request is received, a ticket will be created and assigned to our technical team. Each ticket receives a unique Ticket ID for tracking.
Issue Priority Levels
Priority 1 - Critical
Examples:
- Complete server outage
- Application inaccessible
- Login system completely down
- API not working for all users
- Data loss affecting multiple users
First Response Time: Within 1 Hour
Estimated Resolution Time: 4-8 Business Hours
Priority 2 - High
Examples:
- Important feature not working
- WhatsApp API integration issue
- Embedded Signup issue
- Payment integration issue
- CRM functionality affected
First Response Time: Within 2 Business Hours
Estimated Resolution Time: 8-24 Business Hours
Priority 3 - Medium
Examples:
- Minor feature malfunction
- Automation issue
- Report issue
- Template-related issue
- User management issue
First Response Time: Within 4 Business Hours
Estimated Resolution Time: 1-3 Business Days
Priority 4 - Low
Examples:
- UI improvements
- Feature requests
- Cosmetic issues
- Documentation requests
- Enhancement suggestions
First Response Time: Within 1 Business Day
Estimated Resolution Time: 3-10 Business Days (depending on complexity)
Support Working Hours
Monday - Friday
11:00 AM - 7:00 PM (IST)
Support requests received outside business hours will be processed on the next working day.
Resolution Timeline
Please note that every issue is different. The actual resolution time depends on:
- Issue complexity
- Third-party dependencies (Meta, Google, Payment Gateway, Hosting, etc.)
- Reproducibility of the issue
- Availability of required information
- Server or infrastructure conditions
Our team will always share the expected resolution timeline after reviewing your ticket.
Feature Requests
New features, enhancements, custom developments, or product improvements are not covered under standard technical support. Such requests will be reviewed separately and may require additional development time or charges.
Customer Responsibilities
To help us resolve your issue faster, please provide:
- Ticket ID
- Detailed issue description
- Screenshots or screen recordings
- Error messages (if any)
- Steps to reproduce the issue
- Browser/device information (if applicable)
Incomplete information may delay the resolution process.
Third-Party Services
Some services depend on external platforms, including:
- Meta (WhatsApp Cloud API)
- Google APIs
- Payment Gateways
- Cloud Hosting Providers
- Domain & DNS Providers
Delays caused by third-party providers are outside the direct control of Helicoptic Solutions. We will coordinate with the respective provider wherever applicable.
Communication During Resolution
For every active ticket, our support team will provide:
- Ticket acknowledgment
- Issue priority
- Estimated resolution timeline
- Progress updates (when required)
- Resolution confirmation
Important Notice
While we strive to resolve issues as quickly as possible, instant resolution cannot be guaranteed for every request.
Some issues require investigation, testing, coordination with third-party services, or product updates.
We appreciate your patience and cooperation during the resolution process.
Our Commitment
At Helicoptic Solutions, our goal is to provide:
- Professional Support
- Transparent Communication
- Timely Resolution
- Reliable Service
- Continuous Product Improvement
Your satisfaction remains our highest priority.
Contact Support
Reach our support team during working hours for ticket help and issue updates.
Helicoptic Solutions
- info@helicopticsolutions.com
- +91 7011772828
- Monday-Friday | 11:00 AM - 7:00 PM (IST)