Customer Support & Issue Resolution

1. Our Commitment to You

This is the official space where you can feel free to raise any concerns or issues regarding LogicHook's products or services.

At LogicHook, we deeply value the trust you place in us and are committed to providing you with the best possible experience. Our Issue Resolution Process is designed to address your concerns efficiently and effectively, ensuring you are treated fairly and with courtesy every step of the way.

To achieve this, we've established a clear framework for handling customer issues, documented here for your reference. LogicHook ensures this information is readily accessible through our Website/Platform.

Scope and Objectives

The goal of this process is to outline LogicHook's framework for issue resolution, ensuring that:

• All customers receive fair and unbiased treatment.
• All issues raised by customers are handled courteously and resolved promptly.
• Customers are fully aware of the channels available to raise concerns and escalate them if needed.
• Our team operates in good faith, always prioritizing the customer's interests.

Through this process, LogicHook provides a reliable mechanism for receiving and addressing customer feedback and issues, focusing on fair and timely resolution regardless of how the concern was raised.

2. Our Guiding Principles for Resolution:

LogicHook follows these core principles in addressing your concerns:

• Transparency & Clarity: We strive to keep you informed about our processes and how to seek resolution effectively.
• Fairness: Your concerns will be examined impartially, and we will take a balanced approach to find a solution. We aim for timely and efficient resolution.
• Clear Escalation: If you are not satisfied with an initial response, we provide clear pathways to escalate your concern within LogicHook.
• Continuous Improvement: We regularly review customer feedback and issue resolution effectiveness internally to enhance our service quality.

3. How to Raise an Issue or Concern with LogicHook

You can reach out to us through the following channels:

Through your Account Dashboard:

• Look for the option "Help & Support" to submit your concern directly.
• You can find the link by signing up for our training portal at: https://trainings.logichook.in/

Email Us:

• Send details of your issue directly to our support team at: [email protected]

Call Us:

• You can speak to our support team by calling: +91-9870832829 during our business hours, 9 AM - 6 PM IST.
• Send us your concern on WhatsApp at +91-9870832829

4. Our Process: Logging and Resolution Time

• Tracking: Any concern received (via portal, email, phone & WhatsApp) that isn't resolved during the initial contact will be logged into our internal tracking system. This ensures we record and manage all issues effectively and allows for proper monitoring and escalation if needed.
• Target Turnaround Time: We understand the importance of timely resolution.
  • We aim to provide an initial acknowledgement or response within 24 Business Hours of receiving your query.
  • Our goal is to resolve most issues within 3-5 business days.
  • Please Note: Resolution might occasionally take longer due to the complexity of the issue or technical factors. In such cases, we will proactively keep you informed about the expected timeline.

5. How We Respond

LogicHook will typically respond to you using the same method you used to contact us (e.g., email responses for email queries).

6. Escalating Your Concern

If you feel your issue hasn't been adequately addressed at the first point of contact, LogicHook provides the following escalation path:

Level 1: Customer Support Team

• Contact via the primary channels listed above (Email: [email protected], Phone: +91-9870832829 ).

Level 2: Operations Manager

• If Level 1 resolution is unsatisfactory, you can request escalation or contact:
• Email: [email protected]

Level 3: Designated Grievance Officer

• For unresolved issues after Level 2, you can reach out to our designated senior contact:
• Name: Ved Prakash
• Email: [email protected]