Support Policies & Procedures

Etable’s primary support policy is to support our customers is through the “Contact Us” function, that is available within the on our site. To ensure we are consistently achieving best-in-class CSAT via Intercom, we have implemented response times of 2 hours or less. Our support team’s average time to first response time is about one hour.

OUR HOURS OF OPERATION:
• Standard Support Hours:
o Mon. – Fri. 8am to 8pm (Indian Time)
o Anticipated response within 2 hours from time of receipt
• Non-Standard Support Hours:
o Evenings: 5pm – 8pm (Indian Time)
o Weekends: 9am – 5pm (Indian Time)
o Anticipated response will be addressed within 5 hours from time of receipt from 9am – 5pm (Indian Time)

Please note: The times of “anticipated response” are self-imposed time-frames, if we wish to revisit them, we may certainly do so, yet service levels should never fall below our documented Support and Response Time Service Levels, which defines Etable’s response times and operating procedures per Severity Level.

Kind regards,
Etable