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Helpline: +91 70242 33124

Support Policy Page

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.

Ordering with Softberry is simple and effortless-

Softberry simplifies B2B printing, branding, signage, packaging, and corporate gifting with a process that is transparent, reliable, and fully managed end-to-end. Clients can easily share their requirements through our website, email (info@softberry.in), or WhatsApp (+91 70242 33124). Our expert team carefully refines every specification to ensure complete clarity and accuracy before execution.

Each enquiry is instantly matched with the most suitable sellers from our verified Pan-India partner network, ensuring competitive pricing and accurate delivery timelines. Once the order is approved, Softberry takes complete ownership of the execution—from production and quality control to packaging and dispatch—while keeping clients informed at every stage with real-time updates.

With dedicated account support, continuous coordination, and SLA-based delivery commitments, Softberry ensures that every order is delivered exactly as promised. Our operations are supported by regional offices in Indore, Noida, Gurugram, and Bengaluru, enabling us to serve clients efficiently across India. Softberry makes B2B procurement fast, efficient, and truly stress-free.

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Softberry is a smart B2B procurement and printing partner helping businesses simplify their branding, marketing, and corporate supply requirements. With a network of over 1,000 verified sellers, we deliver high-quality printing, packaging, signage, merchandise, and customised branding products. We manage the complete fulfilment process—from enquiry understanding, specification refinement, and seller coordination to production, quality checks, packaging, and dispatch—ensuring accuracy and timely delivery. Guided by the principle “Client is King, and Sellers are Growth Partners,” Softberry focuses on transparency, consistent quality, and reliable execution. We are committed to making sourcing smarter, faster, and more efficient for businesses across India.

Indore | Noida | Gurugram | Bengaluru

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