SynQSupport availability
Standard support: Monday–Saturday, [09:00–20:00] IST. Booking-critical issues (requests not reaching clinics, notifications failing) are monitored every day. Emergencies: call 108 or 112.
Contact channels
- In-app Help — Profile → Help (patients) · Help menu (ClinicX).
- Email — [support@domain].
- Phone / WhatsApp — [+91 ______] (clinics on Practice and above).
- Grievance Officer — [name], [designation] · [grievance@domain] · [+91 ______].
- Data / privacy questions — [name] · [privacy@domain].
Grievance handling: Acknowledge within 24 hours, resolve within 15 days.
Ticket raising process
- Open in-app Help or email support.
- Share your registered mobile or email, booking reference (for example SQ-4821) if relevant, and a screenshot. Never send medical documents by email.
- Receive a ticket ID by reply.
- Track status in Profile → Help → My tickets.
Issue priority and SLAs
Expected response and resolution targets by priority.
| Priority | Definition | Example | First response | Resolution target |
|---|---|---|---|---|
| P1 — Critical | Safety, compliance or data exposure; bookings cannot be made or confirmed | Emergency bar missing; patient data visible to wrong clinic; banned wording live | 2 working hours | 24 hours |
| P2 — High | Core function broken, no workaround | Notifications not delivering; clinic inbox not updating; uploads failing | 1 working day | 3 working days |
| P3 — Medium | Function broken with a workaround, or non-core function broken | Filter not applying; layout broken on one device | 3 working days | 10 working days |
| P4 — Low | Cosmetic, copy typo | Spacing issue; colour tweak | 5 working days | Next release |
Escalation matrix
| Tier | Owner | Contact |
|---|---|---|
| Tier 1 | Support Specialist | [support@domain] |
| Tier 2 | Platform Engineering (QO-BOX) | [engineering contact] |
| Tier 3 | Grievance Officer / Data Protection Officer | [grievance@domain] / [privacy@domain] |
| Tier 4 | Managing Director | [md@domain] |
Service commitments
- 99.5% monthly uptime (excluding announced maintenance).
- Patient never shown Confirmed until the clinic actually confirms.
- Every access to patient records is logged and visible to the patient.
What we do not claim
Support hours and contact details in square brackets are filled before launch. Grievance clocks in the app follow BRS v8.1 where they differ from older draft Application Data text.