Escalation Policy
This Escalation Policy explains how Alberoz Group Private Limited (brand: Albero Technologies) handles and escalates issues so that every concern reaches the right team and is resolved fairly and promptly.
Last updated: 9 July 2026
1. Purpose
We are committed to resolving issues quickly and transparently. This policy defines a clear, tiered path for raising and escalating concerns — whether technical, commercial, or service-related — so that unresolved matters are progressively routed to teams with greater authority until a satisfactory resolution is reached. The response and resolution times below are targets we aim to meet; complex cases may take longer, and we will keep you informed of progress throughout.
2. Support Levels
Issues progress through the following four levels. Most concerns are resolved at Level 1 or Level 2.
Owner: Front-line support team
General queries, account and billing questions, how-to guidance, and first-response triage of all issues.
Owner: Engineers & product specialists
Technical faults, bugs, integration issues, and problems that cannot be resolved at Level 1.
Owner: Assigned project / account manager
Scope, timeline, delivery, and relationship concerns, and coordination across teams for complex cases.
Owner: Senior leadership
Unresolved, high-impact, or sensitive matters requiring executive review and final decision.
3. Expected Response Times
Business hours are 9:00 AM to 6:30 PM IST, Monday to Friday (excluding public holidays). The targets below apply from the time an issue is received at each level:
- Level 1 — Customer Support: acknowledgement within 4 business hours; target resolution in 1–2 business days.
- Level 2 — Technical Team: acknowledgement within 8 business hours; target resolution in 2–4 business days.
- Level 3 — Project Manager: acknowledgement within 1 business day; target resolution in 3–5 business days.
- Level 4 — Management: acknowledgement within 2 business days; target resolution in 5–7 business days.
Priority and severity of the issue may shorten these targets; specific service-level commitments in a signed agreement prevail.
4. Escalation Process
- Step 1 — Raise: Report your issue to Customer Support (Level 1) by email or through our Complaint Forum. You will receive an acknowledgement with a reference for tracking.
- Step 2 — Escalate to Level 2: If the issue is technical or is not resolved within the Level 1 target, it is escalated to the Technical Team, or you may request escalation directly.
- Step 3 — Escalate to Level 3: If it remains unresolved or concerns scope, delivery, or your relationship with us, it is escalated to the assigned Project / Account Manager.
- Step 4 — Escalate to Level 4: If still unresolved, the matter is escalated to Management for executive review and a final decision.
At each step we record the issue, keep you informed of progress, and confirm the outcome. If you are dissatisfied at any level, you may request escalation to the next level without waiting for the target time to elapse.
5. Contact Information
To raise or escalate an issue, contact us:
- Email: info@albero.in
- Phone: +91 91707 80671