Contact, Support & Grievance Policy

 
1. Purpose
This Contact, Support & Grievance Policy explains how members and website visitors can contact BharatMSMB for assistance, implementation support, payment queries, technical issues and grievance resolution. It should be read together with the Membership Terms & Conditions and other applicable website policies.
2. Scope
This Policy applies to all website visitors, registered members, authorised users, implementation experts and other individuals interacting with BharatMSMB services.
3. Contact Channels
Members may contact BharatMSMB through the communication channels published on the website, including email, online support forms, member dashboard, support ticket system, telephone, WhatsApp or other officially authorised communication channels.
4. Customer Support
BharatMSMB provides customer support for membership enquiries, onboarding, implementation scheduling, payment assistance, technical issues, access requests, webinars, implementation resources and general platform guidance.
5. Implementation Support
Implementation-related support is provided according to the member's subscription plan, implementation bundle and available Implementation Support Credits. Certain implementation requests may require prior scheduling or expert allocation.
6. Support Requests
Members are encouraged to raise support requests with complete information, including their registered email address, membership details and a clear description of the issue. This helps our team provide timely assistance.
7. Response Timelines
BharatMSMB aims to acknowledge support requests within a reasonable timeframe. Resolution timelines may vary depending on the nature, complexity and priority of the request. Certain issues requiring expert review or third-party coordination may take additional time.
8. Grievance Redressal
If a member is dissatisfied with any aspect of BharatMSMB's services, they may submit a formal grievance through the designated grievance channel. Every grievance will be reviewed fairly and appropriate efforts will be made to resolve the matter in accordance with applicable laws and internal procedures.
9. Escalation
If a member is not satisfied with the initial response, the matter may be escalated to the designated Customer Success Manager, Grievance Officer or authorised representative of BharatMSMB for further review.
10. Member Responsibilities
Members should provide accurate information, cooperate during investigations, maintain respectful communication and avoid abusive, threatening or unlawful behaviour while interacting with BharatMSMB representatives.
11. Limitation
BharatMSMB will make reasonable efforts to resolve support requests and grievances; however, resolution timelines may depend on the availability of information, member cooperation, expert schedules, technology partners or factors beyond BharatMSMB's reasonable control.
12. Policy Updates
This Policy may be revised from time to time to reflect operational improvements, legal requirements or changes in BharatMSMB services. The latest version published on the website shall apply.
13. Contact Details
BharatMSMB

Website: www.bharatmsmb.com
Email: connect@bharatmsmb.com
Support Hours: Monday to Sunday | 10 am to 5pm
Grievance Officer: connect@bharatmsmb.com
Customer Success Team: connect@bharatmsmb.com