Policy 4
CLIENT SUPPORT POLICY
Effective: January 1, 2026
Everything you need to know about how to get help,what to expect, and how quickly we respond.
Jurisdiction: India
Latest Updated: 2026
Support WhatsApp
+91 9908752855
Support Email
Response Commitment
Support Hours
Acknowledgement within 4 business hours · Resolution within 24 hours (Base) or 12 hours (Growth)
Policy Version
Monday – Saturday, 9 AM – 7 PM IST
Version 2.0 · [Effective from January 1, 2026]
This Support Policy applies to all active clients of Gryphyn Automations. It sets out how to reach us, what we commit to, and what we need from you to resolve issues quickly. It is part of your client agreement package.
There are two ways to contact Gryphyn Automations for support. For fastest response, WhatsApp is always recommended for time-sensitive issues.
1. How to Reach Gryphyn Support
Channel
Channel
+91 9908752855
Best Used For
Urgent issues, system not working, anything time-sensitive
Base Plan Response
Acknowledged: 4 hrs ·
Resolved: 24 hrs
Growth Plan Response
Acknowledged: 4 hrs ·
Resolved: 12 hrs
Non-urgent queries, change requests, billing questions, documentation
Acknowledged: 4 hrs ·
Resolved: 24 hrs
Acknowledged: 4 hrs ·
Resolved: 12 hrs
When contacting support, always include: your business name, the issue you're experiencing, when it started, and any screenshots or recordings if relevant. This helps us resolve your issue faster.
Commitment
2. Response & Resolution Commitments
Acknowledgement (we've seen your message)
Base Plan
Within 4 business
hours
Growth Plan
Within 4 business
hours
Initial assessment (we understand the
issue)
Within 8 business
hours
Within 8 business
hours
Resolution or workaround provided
Within 24 business
hours
Within 12 business
hours
Follow-up confirmation (issue is closed)
Within 4 hours of fix
Within 4 hours of fix
Business hours for support: Monday–Saturday, 9 AM–7 PM IST. Messages received outside these hours will be acknowledged on the next business day. The resolution clock starts from the first business-hours acknowledgement, not the time of submission.
3. Common Issues — What to Do & Expect
The table below covers the most common support situations Gryphyn clients encounter. Follow the guidance to get the fastest possible resolution.
Priority
P1 CRITICAL
System not
answering
Issue Type
Examples
Phone rings out, goes to voicemail,
caller gets silence
Ack
4 hrs
Assessment
8 hrs
Resolution — Base
Same day
Resolution — Growth
Same day
P1 CRITICAL
Lead not
delivered
Test call made but no
SMS/WhatsApp/email received
4 hrs
8 hrs
Same day
Same day
P2 HIGH
Wrong script
playing
Greeting uses wrong business name, wrong language, or wrong questions
4 hrs
8 hrs
24 hrs
12 hrs
P2 HIGH
Booking error
Wrong time slot offered, confirmation not sent, duplicate
booking
4 hrs
8 hrs
24 hrs
12 hrs
P3 STANDARD
Dashboard access
issue
Can't log in, wrong data showing, report not received
4 hrs
8 hrs
24 hrs
12 hrs
P3 STANDARD
Change request
Update business hours, add service, change lead contact,
script tweak
4 hrs
8 hrs
48 hrs
24 hrs
P4 ROUTINE
General question
How does X work, what does Y mean in the report, billing query
4 hrs
8 hrs
48 hrs
48 hrs
4. Issue-by-Issue Guidance
For each common issue type, here is exactly what to do and what information to send us so we can fix it fast.
System Not Answering Calls
What to do: Call your own business number immediately to confirm. If it rings out or hits voicemail, message Gryphyn on WhatsApp right away. Do NOT wait until you have multiple missed calls confirmed — one ring-out is enough to raise a ticket.
What to send us: Your business number, the time you tested it, and a screenshot if possible. If a customer reported it, include the time they called.
Wrong Script or Greeting Playing
What to do: Call your number and listen carefully. Note exactly what is wrong — wrong name, wrong language, wrong questions, or missing steps. Do not ask customers to test it for you.
What to send us: A voice note or written description of what the system is saying versus what it should say. Reference the approved script from your Onboarding Form if possible.
Lead Not Delivered
What to do: Check all three delivery channels — SMS, WhatsApp, and email. Check spam folders. Then confirm whether the call actually connected (if the caller hung up before completing qualification, a lead may not be generated).
What to send us: The date and approximate time of the call, the caller's number (if available), and which delivery channel(s) you checked.
Booking Error
What to do: Note the caller's name, the incorrect slot that was offered or confirmed, and the correct availability. If a customer received a wrong confirmation, let us know immediately so we can advise how to handle the customer.
What to send us: Date, time, caller name, booking that was made, and what it should have been.
Dashboard Access Issue
What to do: Try logging out and back in. Clear browser cache. Try a different browser. If the issue persists, raise a support ticket via email with a screenshot.
What to send us: A screenshot of the error or the empty data, the browser you are using, and the email address you are logging in with.
Change Request
What to do: Submit a completed Access Request Checklist (Part A) via email or WhatsApp. For minor changes like adding a service or updating business hours, a WhatsApp message with the details is sufficient.
What to send us: The exact change required, why it is needed, and when it should take effect.
Gryphyn Automations' support team is focused on the Sentinel and everything related to it. The following are outside the scope of our support:
5. What Support Does Not Cover
● Issues arising from incorrect or outdated information provided by the client in the Onboarding Form — for example, wrong business hours or incorrect service areas causing callers to receive inaccurate information.
● Leads that were delivered correctly but were not followed up on by the client. Gryphyn's responsibility ends at lead delivery.
● Customer dissatisfaction with the client's services, pricing, or technician performance. Gryphyn is not responsible for outcomes after the booking is made.
● Technical issues with the client's own phone, internet, email, or booking software that are unrelated to Gryphyn's system.
● Requests to provide legal, business, or financial advice.
● Issues caused by the client sharing system access with unauthorised personnel, contrary to the Acceptable Use Policy.
● Service outages or degraded performance caused by third-party platform downtime, including but not limited to: Vapi (telephony), n8n (workflow automation), incidents. Gryphyn will notify affected clients within 2 hours of a confirmed third-party outage and provide status updates until resolution.
● Issues originating in the client's own tools that are not part of the Gryphyn-managed stack — including but not limited to: the client's Softr portal, Cal.com or other booking calendars, CRM systems, or business phone hardware. Gryphyn can advise but cannot be held responsible for resolving these.
6. Escalation — If Your Issue Is Not Resolved
Gryphyn Automations is committed to resolving every issue within 24 hours. If a resolution has not been provided within the committed timeframe, here is how to escalate:
Step
When
After 4 hrs — no
acknowledgement
What to Do
Channel
01
Send a follow-up WhatsApp message to +91 9908752855, referencing your original message. Include your business name andissue summary.
02
After 24 hrs (Base) / 12 hrs (Growth) — no resolution
Email a formal escalation to connect@gryphynautomations.com with your original message, time of submission, and current status. Mark subject: ESCALATION — [Business Name].
03
P1 issue on Growth plan — unresolved after 8 hrs
Request a call or video meeting with the Gryphyn team via WhatsApp. We will make ourselves available within 2 hours of this request.
WhatsApp — Direct to Founders
04
After 48 hrs — still unresolved (any plan)
WhatsApp Hemanth (CMO/CEO) or Likhith (CTO) directly at +91 9908752855 and state: "P1 Growth escalation — [Business Name]." We will respond within 2 hours.
WhatsApp + Email
7.1 Gryphyn Automations may occasionally need to perform planned maintenance on the system. We will always notify clients at least 48 hours in advance via WhatsApp and email, and scheduled maintenance will be performed during low-traffic periods (typically late night or early morning).
7. Planned Maintenance & Service Interruptions
7.2 In the rare event of an unplanned service interruption, Gryphyn will notify all affected clients within 2 hours of the disruption being confirmed, and provide a regular status update until the service is restored.
7.3 Gryphyn Automations is not liable for revenue loss or missed leads caused by planned maintenance windows or force majeure events, in accordance with the terms of the Service Agreement.
To ensure your support issues are resolved as quickly as possible, we ask that you:
8. Your Responsibilities for Smooth Support
-
Contact Gryphyn at the first sign of an issue — do not wait until multiple calls have been missed or multiple leads have gone undelivered.
-
Provide as much detail as possible when raising a ticket — vague reports like 'the system isn't working' take longer to investigate than specific ones.
-
Keep your contact details and lead delivery settings up to date. If your number changes and you don't tell us, we cannot deliver leads to you.
-
Check your WhatsApp, SMS, and email spam folders before reporting a missing lead — delivery failures are sometimes on the receiving end.
-
Respond promptly to requests for more information from the Gryphyn support team. We cannot resolve issues without your input.
-
Use the Access Request Checklist for any system changes rather than asking ad-hoc via WhatsApp. This ensures changes are documented and processed correctly.
9. Policy Updates
-
Gryphyn Automations may update this Support Policy from time to time. Clients will be notified of any material changes with at least 14 days' written notice via email or WhatsApp. Continued use of the service after the notice period constitutes acceptance of the updated policy.
Gryphyn Automations · Client Support Policy · Version 2.0 · [Effective from Jan 1, 2026] · Subject to the Gryphyn Automations Service Agreement · connect@gryphynautomations.com · +91 9908752855
Contact us at connect@gryphynautomations.com — we'll respond within 2 business days.
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