Document Control · ISO 9001:2015 §7.5 — Documented Information
EVP-CSP-01
Contact & Support Policy
Document ID
EVP-CSP-01
Version
1.0
Status
Active
Effective Date
2026-02-09
Owner / Custodian
Chintankumar Bhatt, Platform Founder
Classification
Public
Next Review
2027-02-09
Framework
ISO 9001:2015 §8
Jurisdiction
Mumbai, India
Revision History
| Rev | Date | Description | Author |
|---|---|---|---|
| 1.0 | 2026-02-09 | Initial release — contact & support policy | C. Bhatt |
1. Purpose
This Contact & Support Policy defines the available communication channels, response time commitments (Service Level Objectives), escalation procedures, and grievance redressal mechanism for EduVerse™ users. It ensures transparent, timely, and fair resolution of all inquiries, complaints, and data rights requests.
2. Scope
This policy applies to:
- All registered users (students, tutors, administrators)
- Prospective users, parents/guardians, and general inquiries
- All support channels listed in §3 below
- Data rights requests (access, deletion, portability) as referenced in EVP-PP-01 §9
3. Contact Information
| Role | Name | Email / Contact |
|---|---|---|
| Platform Founder & Owner | Chintankumar Bhatt | er.chintanbhatt@gmail.com |
| Co-Founder | C.S. Bhatt | er.csbhatt@gmail.com |
| Grievance Officer (IT Act 2011 §5) | Chintankumar Bhatt | er.chintanbhatt@gmail.com |
| Data Protection / Privacy Queries | EduVerse™ Privacy | er.chintanbhatt@gmail.com |
| WhatsApp Support | EduVerse™ Support | Available via Contact Us in the platform footer |
Platform Address: EduVerse™ · Mumbai, Maharashtra, India — 400001
4. Support Channels
| Channel | Best For | Access |
|---|---|---|
| Email (Founder) | Account issues, billing disputes, legal/privacy matters | er.chintanbhatt@gmail.com |
| Email (Technical) | Bug reports, platform errors, feature requests | er.chintanbhatt@gmail.com |
| Quick session queries, scheduling, informal support | Footer → Contact Us → WhatsApp Us | |
| Write to Us (Email Form) | Formal written inquiries, documentation requests | Footer → Contact Us → Write to Us |
| In-Platform Support | Onboarding assistance, dashboard help | Accessible from your student/tutor dashboard |
5. Response Time Commitments (Service Level Objectives)
| Request Type | Target Response Time | Target Resolution |
|---|---|---|
| General inquiry | 2 business days | 5 business days |
| Technical bug report | 1 business day (acknowledgement) | 5 business days |
| Billing / payment dispute | 1 business day | 7 business days |
| Data access request (GDPR Art. 15) | 3 business days (acknowledgement) | 30 calendar days |
| Data deletion request (GDPR Art. 17) | 3 business days (acknowledgement) | 30 calendar days |
| Grievance (IT Act §5) | 3 business days (acknowledgement) | 30 calendar days |
| Security / breach report | Immediate — within 4 hours | 72 hours (breach notification) |
Business days are Monday–Saturday, 09:00–18:00 IST. Response times may be extended during public holidays or unforeseen circumstances; users will be notified of any such delay.
6. Escalation Procedure
- Level 1 — First Contact: Submit your inquiry via email or WhatsApp. You will receive an acknowledgement with a reference number within the SLO stated in §5.
- Level 2 — Escalation: If your issue is not resolved within the stated resolution time, reply to your original email with "ESCALATE" in the subject line. The matter is escalated to Chintankumar Bhatt (Founder) directly.
- Level 3 — Formal Grievance: If still unresolved, submit a formal written complaint to the Grievance Officer at er.chintanbhatt@gmail.com with subject "FORMAL GRIEVANCE — [Your Reference Number]". A formal response will be issued within 30 days per IT Act 2011 §5(9).
- Level 4 — External Redressal: You may escalate to the appropriate authority: India — Ministry of Electronics & Information Technology (MeitY); EU — your local Data Protection Authority.
7. Grievance Redressal (IT Act 2011 §5)
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, EduVerse™ designates a Grievance Officer to address complaints relating to:
- Content takedown requests
- Data privacy violations or unauthorised data access
- Account suspension or termination disputes
- Intellectual property infringement claims
Grievance Officer: Chintankumar Bhatt · er.chintanbhatt@gmail.com
Grievances must be submitted in writing (email). We will acknowledge within 24 hours and resolve within 30 days. If the grievance cannot be resolved, we will notify you of the reason and the next steps available.
8. Data Rights Requests
For all data rights requests under GDPR or the Indian IT Act (access, rectification, erasure, portability, objection), contact the Privacy team at er.chintanbhatt@gmail.com with:
- Subject: "DATA RIGHTS REQUEST — [Request Type]"
- Your registered email address and full name
- A description of the specific data or action requested
- Proof of identity (screenshot of logged-in account or government ID)
For account and data deletion, see the Data Deletion Policy (EVP-DDP-01).
Related Policies
Document ID: EVP-CSP-01 · Version 1.0 · EduVerse™ · © 2026 All rights reserved.
Status: Active · Next Review: 2027-02-09