Escalation policy
Last updated 1 September 2026
When you raise a request through Support or the chat assistant, it lands in support@veloque.in straight away. This page tells you how urgent we treat it, how long you should expect to wait, and what happens if it sits too long.
In practice most messages get a reply the same or the next working day. The times below are the slowest we let something sit — not the normal wait.
Two kinds of request
| Type | When to use it |
| Service Request | You want something. A how-to question, a plan or seat change, a billing question, an idea for a feature. Nothing is broken. |
| Incident | Something is broken. An error message, a page that won't load, a payment that failed, a number that looks wrong. |
How urgent, and how long you wait
You pick how urgent it is when you raise it — or leave it to us if you're not sure — and we can change it once we've looked. The times below are for the first reply from a person, not for the fix itself, which depends on the problem.
| Severity | Examples | First response target | Auto-escalates after |
| Critical | Platform inaccessible, checkout/payments failing for multiple users, suspected data loss or a security concern | Within business hours, same day | 4 hours unresolved |
| High | A core feature (classification, costing, compliance map) is broken or blocking your work; a single account can't be billed | Within 1 business day | 2 business days unresolved |
| Medium | A feature behaves unexpectedly but you can work around it; a billing/plan question | Within 2 business days | 5 business days unresolved |
| Low | Cosmetic issues, general questions, feature requests | Within 5 business days | Not auto-escalated |
Business hours are IST, Monday to Saturday. Targets are goals, not a contractual SLA unless your agreement with us says otherwise.
Who handles it, and when it moves up
First stop — Support (support@veloque.in) answers everything and fixes most of it: bugs, billing, questions. Second stop — Admin (admin@veloque.in) is the company's owner-level account. Your request moves there on its own if it sits past the time in the last column above, or straight away if Support decides it needs owner-level action — an account change, a billing dispute, or anything about security. You'll see the status change to "Escalated" in your emails. You don't have to do anything.
What happens after you send it
- You get an email with a reference number straight away.
- We decide how urgent it is and start work within the time above.
- Replies come by email. You can also check on the Support page.
- If it stalls, it moves up to the owner automatically.
- When it's done, we close it and tell you what we did.
Two things that jump the queue
The table above is our own target. The two below are legal deadlines, and they override it — they are escalated to owner level the moment they are recognised, whatever severity the ticket was raised at.
A request about your own data
Asking to see, correct, export or delete your personal data, or to withdraw a consent, is not an ordinary support ticket. Send it to support@veloque.in — or raise it through Support and say so, and we route it there ourselves. It is acknowledged within 2 working days, and answered within 30 days under India's DPDP Act or within one month under the GDPR and UK GDPR. If a request is genuinely complex we may extend by up to two further months, but we tell you inside the first month and say why — silence is never the extension. There is no charge. Your full rights, and the regulators you can go to instead of or as well as us, are in the privacy policy.
A security issue or a data breach
Anything that looks like a vulnerability or a breach is Critical from the moment it arrives, goes to owner level immediately rather than after the 4-hour timer, and is never closed by a first-line reply. Researchers should use /.well-known/security.txt; we will not threaten anyone who reports in good faith and gives us a reasonable chance to fix it.
If personal data is actually affected, the clock is statutory: the relevant supervisory authority is notified within 72 hours of us becoming aware where the GDPR or UK GDPR applies and there is a likely risk, the Data Protection Board of India is notified as the DPDP Act requires, and anyone facing a high risk is told directly and in plain language. Business customers are notified in time to meet their own 72-hour obligation as controllers — that commitment is in clause 10 of the Data Processing Addendum, not just here. We do not ask anyone to keep a breach quiet.
Related policies
For refunds and cancellations see Refunds & cancellation; for how we handle data raised in a ticket see Privacy policy; for what protects it see Security; for the processor terms behind a business account see the Data Processing Addendum; for the general terms governing the service see Terms of use.