Support Policy

Support is available using the following mechanisms:

• ChakraHQ Help Center and in-app guidance, available 24 hours a day, 7 days a week;
• ChakraHQ AI chatbot support, available 24 hours a day, 7 days a week;
• Human support via the ChakraHQ Chat widget within the Service, or by email — Monday through Friday, 9:00am to 6:00pm IST. On Saturday and Sunday, "Urgent" requests are prioritized.

Our Support team aims to provide a target first response to customers, measured in business hours (Monday through Friday, 9:00am to 6:00pm IST), within the following time frames. You can submit requests with the priority level below; we reserve the right to reasonably increase or decrease the priority level at our discretion. We do not promise or guarantee any specific response time.

• Urgent — a major feature has stopped working: target first response within 8 business hours.
• Non-Urgent — "I have an issue that’s slowing me down" or "I have a general question": target first response within 24 business hours.

You may contact us for Support via the ChakraHQ Chat widget within the Service, or via email at support@chakrahq.com.

You will provide information and cooperation as reasonably required for us to provide Support, including:

• aspects of the Service that are unavailable or not functioning correctly;
• the impact on you and/or your end users;
• event and/or incident timestamps;
• steps to reproduce the issue;
• relevant product URLs, product data, or error messaging;
• browser console logs or screenshots, if necessary; and
• permission for account access, if required for troubleshooting.

An "Incident" is when our hosted Services are critically affected for a large number of customers with no workaround available. We will notify affected customers of Incidents and keep them informed of progress toward resolution. Our availability commitment is described in our Service Level Agreement.

We have no obligation to provide Support to the extent an issue arises from: (a) your use of the Service in an unauthorized manner; (b) general internet problems, force majeure events, or other factors outside our reasonable control; (c) your equipment, software, network connections, or other infrastructure; or (d) third-party systems, acts, or omissions.

If you have any questions about this Support Policy, please contact us at legal@chakrahq.com.