3. Support Channels We Use

You can reach Scalerpedia support through the following channels. Response times may vary based on query type and workload, but we aim to respond as quickly as possible during working hours.

3.1 WhatsApp Support

For quick questions, minor clarifications and short updates, WhatsApp is often the fastest way to reach us. You can share:

• Short queries about project status or next steps.
• Screenshots of errors or issues you are facing.
• Simple content approvals or confirmations.

Complex discussions, approvals and formal communication may still be moved to email for record-keeping.

3.2 Email Support

Email is our primary channel for structured support and documentation. Use email when:

• You need detailed responses, documents or attachments.
• There are multiple stakeholders and decisions involved.
• You want a written record of scope changes or approvals.

You can write to us at: info@scalerpedia.com.

3.3 Phone Support

For urgent matters or conversations that are easier to handle verbally, we provide phone support:

Phone: +91-6388880238
Timings: 10 AM – 7 PM IST (Mon–Sat, excluding public holidays)

If your call is missed due to ongoing meetings or events, we will try to return your call or respond via WhatsApp/email.

3.4 Remote Assistance (If Required)

For technical issues related to billing software, CRM, dashboards or digital workflows, we may offer remote assistance via tools like AnyDesk, TeamViewer or similar, subject to:

• Your consent to grant temporary access.
• Security and data-sensitivity of the task.
• Availability of our technical team.

We recommend you never share passwords openly. Where possible, use one-time access links, temporary passwords or masked credentials.

4. Support Hours

Standard support is available during the following hours:

• 10:00 AM – 7:00 PM IST
• Monday to Saturday (excluding major public holidays)

Messages received outside these hours may be responded to on the next working day. For critical event days or launches, separate arrangements may be agreed in advance.

5. What Our Support Includes

Within reasonable limits and as per your project scope, our standard (included) support may cover:

• Query resolution: Answering questions related to the services we have delivered or are currently delivering for you.
• Status updates: Sharing progress on recruitment, gifting, event preparation, software setup or digital campaigns.
• Minor changes: Small updates such as basic text fixes, small configuration corrections or minor layout issues (as defined per project).
• Technical guidance: Guiding your team on how to use delivered tools, dashboards or platforms at a basic level.

The exact amount of included support (and what counts as “minor”) may vary by project and will be guided by your proposal or agreement. Large or repeated change requests may be treated as new work or paid support.

6. What Is Not Covered Under Free / Included Support

The following generally fall outside the scope of standard free support and may require a separate quote or support retainer:

• Major feature additions, redesigns or new modules in software or websites.
• Full campaign strategy changes or new marketing funnels.
• Ongoing operations like manual data entry, long-term CRM operations or daily monitoring.
• Extended on-call availability beyond standard support hours.

7. Paid Support & Retainer Services

For clients who need continuous, hands-on or advanced support, Scalerpedia offers paid support and retainer plans. These are especially useful when you want our team to stay actively involved beyond initial implementation.

Paid support/retainers are typically available for:

• Billing system maintenance – periodic checks, updates, basic training, troubleshooting and small enhancements.
• CRM management – pipeline configuration, basic automation tweaks, list management and training.
• Digital workflows – maintaining automation tools, integrations, reporting dashboards and marketing tech-stack.
• Ongoing recruitment support – continuous sourcing, screening and coordination for multiple roles over a defined period.

These retainers are customised based on:

• Complexity of work and number of tools involved.
• Expected number of hours per month.
• Required response time and priority level.

Details such as deliverables, SLAs (Service Level Agreements) and pricing will be clearly mentioned in your retainer proposal or agreement.

8. Escalations

If you feel your concern is not being addressed properly, you can escalate by:

• Marking your email subject as “Escalation – Support”.
• Requesting a call with a senior team member or account owner.

We will review the situation, clarify expectations and agree on the next steps.

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9. Data Protection Rights (GDPR-Style)

We treat your personal and business data seriously. While Scalerpedia primarily operates in India, we follow GDPR-style principles to give you clear control over your personal data shared through our website, forms, support channels and services.

You may have the following rights regarding your personal data:

9.1 Right to Access

You can request details of the personal data we hold about you – for example, your contact information, communication records and form submissions related to support or projects.

9.2 Right to Rectification (Update Incorrect Data)

If any of the data we hold about you is inaccurate or incomplete, you can ask us to update or correct it.

9.3 Right to Erasure (Request Deletion)

In certain situations, you can request that we delete your personal data – for example, if it is no longer needed for the purpose it was collected, or if you withdraw consent. Some data may still be retained where required by law (e.g., invoices, compliance records).

9.4 Right to Object to Data Processing

You may object to certain types of data processing, such as receiving marketing emails or non-essential communications.

9.5 Right to Data Portability

Where technically feasible, you can request a copy of your personal data in a structured, commonly used format so that it can be transferred to another service provider.

9.6 Right to Withdraw Consent

If our processing of your data is based on consent (for example, marketing communication), you can withdraw your consent at any time. This will not affect the lawfulness of processing prior to withdrawal.

10. How to Exercise Your Data Rights

To exercise any of the above rights, you can contact us at:

Email: info@scalerpedia.com
Subject: “Data Request – Support Policy”

For security, we may verify your identity before fulfilling your request. For more details on data usage, please also refer to our Privacy Policy.