Kappal Support Policy
Last Updated: 2 April 2025
At Kappal, we are committed to providing timely and effective support to our customers. This policy outlines our support availability, response times and best practices to ensure smooth issue resolution.
Support Availability
- Standard Support Hours: 9:00 AM – 6:00 PM IST, Monday to Friday (excluding public holidays).
- No weekend or after-hours support (unless the account is in active Priority Support Plan).
- Support is available via:
Response Times
Support Tier
Expected Response Time
Standard Support (Included)
3-5 business days
Priority Support (Paid Add-on)
Within 24 hours
Note: Complex issues may require additional investigation time.
Best Practices for Faster Support
To help us assist you better:
- Provide clear details (error messages, screenshots, steps to reproduce).
- Include your account ID (found in your dashboard).
- Check our Help Center for guides before submitting a request.
- Avoid duplicate tickets (slows down responses).
- Consider Priority Support if your business requires SLA-backed responses.
What We Support
- Platform functionality (bugs, errors, account access).
- Billing & refund inquiries.
- Basic troubleshooting (integration issues, API errors).
What We Don't Support
- Custom code/debugging and Third-party services (e.g., domain providers, payment gateways. We recommend choosing a developer plan).
- Feature requests (submit via feedback@kappal.in).
Policy Updates
We may update this policy with notice via email or dashboard alerts. Continued use of Kappal means acceptance of the latest terms.