Help & Support

Support Centre

Something not working the way it should? Here is how to reach the right engineer, what we need from you, and how quickly you can expect a response.

Email Support

Best for anything that needs screenshots, logs or a written trail.

contact@shivakarma.in Monday to Saturday, 9:30 - 18:30 IST
Phone Support

Fastest route when a live system is down and you need someone now.

+91 99199 55501 +91 99563 13555 Monday to Saturday, 9:30 - 18:30 IST
WhatsApp

Quick questions, status checks and sharing photos of a device or error.

Chat with us Replies during business hours
Before You Write In

Try These First

A good number of questions are already answered - these usually get you moving faster than waiting on a reply.

Search the FAQs

Type your question and get the closest matching answer instantly.

Read the docs

Admin manuals and step-by-step guides for each platform.

Check system status

See whether the problem is a known incident on our side.

Get support tools

Remote assistance client and device utilities we may ask you to run.

Response Targets

Priority Levels

Targets below apply to clients on an active support or managed-services agreement. Times are measured in business hours unless your contract specifies 24x7 cover.

  • P1 · Critical

    Production down, data at risk, or all users blocked

    Response in 1 hour
  • P2 · High

    Major function unusable with no practical workaround

    Response in 4 hours
  • P3 · Medium

    A feature misbehaves but a workaround exists

    Response in 1 working day
  • P4 · Low

    Questions, cosmetic issues, change and enhancement requests

    Response in 2 working days
Raising a Ticket

Help us fix it faster

The more of this you can give us up front, the fewer rounds of questions it takes to reach a fix.

Please include

  • Product and module where it happens

  • What you expected versus what actually happened

  • Exact steps to reproduce it

  • Screenshot of the screen or error message

  • Date, time and the user account affected

  • How many users it is blocking

How it moves

  • We acknowledge and assign a priority

  • An engineer reproduces and diagnoses it

  • We share a workaround where one exists

  • A fix is released and verified with you

  • The ticket is closed once you confirm

Never send us Passwords or OTPs - we will never ask for them
Security issues Use responsible disclosure
If You Are Not Getting Traction

Escalation Path

Level 1 Support engineer - first response and diagnosis
Level 2 Project or account manager - reply to the ticket asking to escalate
Level 3 Delivery head - email contact@shivakarma.in with ESCALATION in the subject

Ready to raise a ticket?

Send us the details through our contact form and we will route it to the right engineer with a priority assigned.

Raise a Ticket
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