Softberry is committed to providing efficient, transparent, and timely support to all clients and growth partners. This Support Policy outlines our service standards, communication channels, response timelines, and issue-resolution processes.

1. Support Channels

You can reach Softberry through the following official channels:

• Email Support: info@softberry.in

• Ticket/Task System: Softberry CRM

• All communication must be through official channels to ensure proper tracking and accountability.

2. Support Availability

Monday to Saturday: 10:00 AM – 7:00 PM
Sundays & national holidays are non-working days (except pre-approved project timelines).

Emergency support for live projects or deliveries may be provided subject to team availability.

3. Response Time SLAs

General Queries

• Response Time: 4 working hours

• Resolution Time: 1 working day

Order/Project-Related Queries

• Raised on CRM: Response within 2 working hours

• Resolution: 1–2 working days (depending on issue type)

Technical Issues (Platform/CRM)

• Minor issues: 4–6 working hours

• Major issues: 1–2 working days

• Critical downtime: Immediate escalation

4. Issue Categories & Handling

A. Enquiry-Level Support

• Specification clarification

• Pricing/quotation questions

• Artwork and approval assistance

Handled by: Sales Coordinator / Operations Team

B. Order Execution Support

• Production updates

• QC status

• Dispatch information

• Delay notifications

Handled by: Operations & Vendor Coordination Team

C. Billing & Accounts Support

• Invoice queries

• PO/invoice mismatch

• Payment status

Handled by: Accounts Team

D. Vendor/Growth Partner Support

• Onboarding assistance

• Rate submission issues

• Document upload and PO clarification

Handled by: Vendor Coordination Team

5. Client Responsibilities

To ensure smooth support and faster resolutions, clients must:

• Provide correct specifications, artwork, and references.

• Approve designs/samples within recommended timelines.

• Share accurate delivery details and deadlines.

• Respond promptly to clarification requirements.

• Raise issues within 48 hours of delivery for claims.

Softberry is not responsible for delays caused due to pending approvals or incomplete information.

6. Escalation Matrix

Level 1 – Support Executive / Sales Coordinator

First response & basic troubleshooting.

Level 2 – Operations Head / Team Leader

For unresolved production, QC, or delivery issues.

Level 3 – Management (CEO/Director Level)

For escalations involving major delays, repeated issues, or SLA breaches.

Escalations must include supporting documents, screenshots, and order details.

7. Exclusions

Support does not include:

• Changes in order/quantity after production approval

• Reprints due to incorrect client-provided files

• Design recreation without reference

• Urgent delivery commitments without prior approval

• Delays caused by logistics providers, weather, strikes, or force majeure

8. Commitment to Service Quality

Softberry is built on the philosophy:

“Client is God, Vendors are Growth Partners.”

We ensure every query is recorded, tracked, and resolved with transparency, accountability, and SLA-driven processes.