Customer Support Policy
At Byteseal, we’re committed to helping you swiftly and effectively. To ensure clarity and fairness, please review the following guidelines governing our support services.
1. Support Hours & Channels
Email Support
Available Monday–Saturday, 9:30 AM to 5:00 PM IST.
We strive to respond within 2 working hours of receiving your email at support@byteseal.co.
In exceptional circumstances (e.g., system-wide outages or force majeure), response times may be longer; we’ll notify you if that happens.
Live Chat
Accessible during the same hours—9:30 AM to 5:00 PM IST, Monday–Saturday.
Initial replies may come from our AI-driven assistant. While we do our best to connect you with a human agent, we cannot guarantee immediate live human support on every chat session.
Phone & Video Conferencing
Offered only when truly necessary to resolve complex or highly technical issues.
To schedule a call, please email support@byteseal.co with a brief description of your problem and any relevant context.
Our goal is to walk you through solutions in real time, but we still require pre-shared assets (logs, screenshots, etc.) to make the most of our time together.
2. Why Detailed Information Matters
Providing context—screenshots, log files, short videos, or step-by-step descriptions—helps us:
- Diagnose your issue more accurately
- Engage our technical teams immediately if needed
- Resolve cases faster than a phone call alone, since we would otherwise request these details mid-call
Customers who share complete information up front typically experience quicker turnarounds.
3. AI Chat Disclaimer
Our chat interface uses AI to offer instant guidance and troubleshooting tips. While AI can handle many common questions, it may not cover every scenario. If you need human intervention, simply ask the chat agent for escalation.
4. Escalation Process
If your issue remains unresolved or you need higher-level attention, please escalate by sending an email to support@byteseal.co with “ESCALATION” in the subject line. Include:
- Your original ticket number (if any)
- A concise summary of the outstanding problem
- Any additional details or urgency context