Support Center
We're Here to Help You Succeed
At Redberry Cloud, exceptional support is part of every engagement. Whether you need technical help, optimization guidance, or answers to questions, our team is ready.
1 How to Get Support
Email Support (Primary)
Best for technical issues, bugs, feature requests, and general questions.
[email protected]Phone Support
Best for urgent/critical issues or complex problems needing verbal explanation.
+91 73597 50766
Mon-Fri: 10am-7pm IST
Sat: 10am-5pm IST
Scheduled Calls
For live troubleshooting, training, or optimization reviews via screen share.
Email us with subject "Request Support Call" to book.
Emergency Support
For critical system outages, data loss, or revenue-impacting failures.
Subject: "URGENT - CRITICAL ISSUE"
Response within 2 hours (including weekends/after-hours for active clients).
2 Support by Service Type
During Implementation
While building your system, you get unlimited email questions, regular status updates, scheduled check-ins, and hands-on training. Your Project Manager is your main contact.
30-Day Stabilization (Included)
After go-live, receive 30 days of enhanced support: 4-8 hour response times, unlimited "how-to" questions, bug fixes, and performance tweaks at no extra charge.
Ongoing Support Plans
Includes priority support, monthly optimization reviews, bug fixes, and system health monitoring. Note: Major new features or scope changes may incur additional fees.
5 Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | System down, data loss, security breach. | 2-4 Hours |
| High | Major feature broken, significant impairment. | 4-8 Hours |
| Medium | Minor bugs, "how-to" questions, optimization. | 12-24 Hours |
| Low | General questions, enhancement ideas. | 24-48 Hours |
*Clients with monthly support plans receive priority queueing and faster responses.
3 Types of Support We Provide
Technical Support
System errors, bugs, API connection failures, data sync issues.
How-To & Usage
Guidance on features, best practices, reading reports, and team training.
Optimization
Improving conversion rates, A/B testing, adding triggers (Add-on service).
Integration Support
Troubleshooting existing connections or updating APIs.
4 Scope & Limitations
What's NOT Covered (Standard Support)
- New Features: Building completely new workflows or functionality not in original scope.
- Third-Party Issues: Outages or billing issues with your CRM, Email provider, etc.
- Strategy Consulting: General business or marketing strategy (unless engaged for consulting).
- New Staff Training: Training employees hired after the initial project handoff.
- Self-Caused Issues: Errors resulting from changes you made to the system without guidance.
6 How to Get the Fastest Help
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Be Specific: Instead of "It's not working," try "When I try to send an email to leads from Facebook, I get an 'API failed' error."
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Include Evidence: Screenshots, screen recordings, and exact error messages help us diagnose faster.
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One Issue Per Ticket: Separate emails allow us to track and assign issues to the right experts efficiently.
8 Frequently Asked Questions
Do I get support after my project is complete?
What if I need help outside business hours?
Can you train new employees I hire?
What happens if you can't fix my issue?
Our Commitment to Excellence
We view support as an extension of our service, not an afterthought. We promise to respond promptly, communicate clearly, and take ownership of issues to ensure your success.