Support Command Center
Every request is routed, timed, owned, and closed.
A dense support console replaces generic contact graphics with SLA metrics, inbox cards, routing status, and escalation lanes.
1. Primary Communication Channels
| Category | Channel | Use Case |
|---|---|---|
| General Support | support@ekatracore.com | Login issues, feature guidance, account access, bug reporting. |
| Billing and Refunds | billing@ekatracore.com | Invoices, transaction references, cancellation, refund requests. |
| Privacy and Data Rights | privacy@ekatracore.com | Data access, correction, erasure, and privacy concerns. |
| Legal and Compliance | legal@ekatracore.com | Contract notices, compliance questions, grievance escalation. |
2. Operating Hours
Support operations are active Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding public holidays and planned maintenance windows.
Requests submitted outside operating hours are queued for the next business cycle and prioritized according to impact, severity, and compliance timelines.
3. Response SLA Matrix
| Request Type | Initial Acknowledgment | Target Resolution Window |
|---|---|---|
| General support issues | Within 1 business day | 2 to 5 business days (complexity dependent) |
| Billing or refund request | Within 1 business day | 3 to 10 business days (includes payment processor dependency) |
| Privacy rights request | Within 2 business days | Up to 30 calendar days, subject to verification and legal applicability |
| Legal or compliance notice | Within 2 business days | Case-based, depending on legal documentation and urgency |
4. Escalation Matrix
| Level | Owner | When to Escalate | Channel |
|---|---|---|---|
| Level 1 | Support Desk | Initial service, access, and incident support | support@ekatracore.com |
| Level 2 | Billing / Privacy Desk | Payment disputes, refund follow-up, or privacy rights processing | billing@ekatracore.com / privacy@ekatracore.com |
| Level 3 | Proprietor (Final Escalation) | Unresolved grievance after SLA expiry or compliance-critical issue | legal@ekatracore.com (subject: "Escalation Request") |
5. Submission Guidelines
- Send requests from your registered email address for faster verification.
- Include relevant account ID, transaction reference, and date/time context.
- Do not share passwords, OTPs, card numbers, or private API keys.
- For legal correspondence requiring physical address details, request verification through legal@ekatracore.com.
Support and compliance communication is maintained with audit-friendly timestamps for dispute resolution and regulatory recordkeeping.