How support works
Every support request starts as a ticket. From there it moves through as many stages as it needs to — from the team who handle common issues, to engineers who can read the code, to a call, and where genuinely necessary to a meeting in person. It does not stop moving until it is resolved.
Why everything starts with a ticket
Because a conversation disappears and a ticket does not.
When a request arrives by phone or a personal message, it exists only in one person’s memory. If they are unavailable, it stalls. If the same problem recurs in six months, nobody can see what was done last time. And nothing can be measured, so we cannot tell you honestly how quickly we respond.
A ticket gives the request a reference, a written record of what was reported and what was changed, and a queue position that does not depend on who happens to be at their desk. It is also how the request reaches the right person first time rather than being relayed.
We ask for it consistently rather than selectively. An exception for one client is an exception that quietly becomes the rule.
The four stages
1. First-line support
Your ticket is read, categorised by severity and answered by the support team. They hold documented answers to the issues that come up most often, which means a large share of requests are resolved at this stage within the same working day.
They will ask for anything missing — a URL, a screenshot, the steps that produce the problem. This is not a delay tactic; a ticket with those details attached usually resolves in one exchange instead of four.
2. Technical support
Anything first-line cannot resolve is escalated to engineers who can read the code, check server logs and reproduce the problem. They investigate and respond on the same ticket, so the history stays in one place.
Most issues that reach this stage are resolved here. Where a fix requires development work beyond your support agreement, you are told what it involves and what it costs before anything is carried out.
3. A call
Some problems are faster to understand by watching them happen. Where written exchanges are not getting there, we schedule a video call — Google Meet or Zoom — with the engineer working on the issue, not a coordinator relaying it.
Anything agreed on the call is written back onto the ticket afterwards, so the record stays complete.
4. In person
Where an issue genuinely cannot be resolved remotely, we will come to you. This is rare, and it is available.
How quickly will you hear back?
It depends on severity and on your support agreement. Tickets are categorised when they arrive.
| Severity | What it means | Examples |
|---|---|---|
| Critical | A system is down, or a business-critical function has stopped | Site unreachable, checkout failing, orders not saving, WhatsApp channel deactivated, API key expired |
| High | Something significant is broken but there is a way around it | A form not sending, a page erroring, a report wrong, campaign delivery failing |
| Normal | Something is not behaving as expected, without urgency | Layout issue on one browser, a slow page, template rejections, API integration questions |
| Request | A change or an account action rather than a fault | Content updates, new pages, small adjustments, account recharge, plan upgrade |
A note on WhatsApp Business API issues
Anything that stops you messaging at all — a deactivated channel, an expired API key, a suspended number — is treated as critical, because your customer communication has stopped.
Template rejections and integration questions are handled as normal priority. They are frustrating, and they do not usually stop the rest of your messaging. Most rejections come down to a small number of causes and are resolved on the first exchange, provided the ticket includes the template as submitted and the rejection notice.
Worth being straightforward about one limitation: template approval, quality ratings and account restrictions are decided by Meta, not by us. We can tell you why something was likely rejected, correct it and resubmit — and where a decision is Meta’s, we will say so rather than leave a ticket open implying otherwise.
Account recharges and plan upgrades are raised as requests and actioned during working hours. If a balance is running low, raise it before it runs out — messaging stops when it does.
Support hours are Monday to Friday, 10:00 to 18:00 IST. Tickets can be raised at any time and are picked up at the start of the next working day.
What to include in a ticket
This makes more difference to resolution speed than anything else on this page.
- The URL where it happens
- What you expected and what happened instead
- The steps that produce it, if it is reproducible
- A screenshot or short screen recording — usually worth several paragraphs of description
- Device and browser, if it only happens on one
- When it started, and whether anything changed around then
One issue per ticket. Several problems in a single thread means the closed ones cannot be separated from the open ones, and something invariably gets missed.
Why not WhatsApp or a phone call?
A fair question, particularly from clients who know we build WhatsApp systems and recommend the channel for reaching customers.
The distinction is between reaching someone and recording something. WhatsApp is excellent at the first and poor at the second. A support request sent to an individual’s phone has no reference, no queue position, no record of what was changed, and no route to anyone else if that person is unavailable. The requests that go wrong are almost always the ones that arrived this way.
Where a support agreement includes it, WhatsApp is used for critical issues — to alert us that a ticket needs immediate attention, not to replace it. The work still happens on the ticket.
What is covered?
Your agreement sets this out, and the general division is straightforward.
Covered: anything that is not working as it was built to work. Faults, errors, things that stopped functioning, and the maintenance that prevents them.
Quoted separately: anything that changes what the system does. New features, new pages beyond those included, design changes, integrations and data migration.
Where a request falls near the line, we will tell you which side it is on and what it would cost before starting. Nobody receives an invoice for work they did not agree to.
If you are not satisfied
If a ticket is not progressing, or the resolution is not acceptable, ask for it to be escalated. Say so on the ticket and it will be reviewed by Grievance Cell at grievance@concordtechnosoft, who is responsible for service escalation and sits outside the support team.
You do not need to have exhausted the stages above first. If something is going badly, escalating early is better for both of us.
Complaints about how we handle personal data are a separate route, set out in our privacy policy, which names the grievance officer for that purpose.
Raise a ticket
Use the support form. You will receive a reference by email, and every update is recorded against it.
If you are not yet a client and have a question about working with us, use the contact form instead — that reaches a different team and will get you a faster answer.
Tell us what you are building
We will tell you how we would approach it, and whether we are the right fit.