Process – TAT’s and SLA’s
Customer can get in touch with
support team on either call/ e-mail as mentioned below:
Working Hours: 9 am to 9 pm
(Monday – Saturday, except National Holiday)
Query tracking mechanism:
- Any complaint received -
either verbally, via email or in writing - from the customers, shall be logged into the
state-of-the art web-based software namely Freshdesk. With this Happay shall not only ensure
that all the complaints
received are recorded and resolved, but shall also ensure effective monitoring / escalation
mechanism to the senior functionary responsible so as to make sure that none of the
complaints remain unresolved.
- The internal mechanism for
recording and resolution of complaints shall operate smoothly at all times and shall be
monitored on daily basis.
- Complaints shall be tracked
and closed only after resolution of the customers’ grievance.
- The customer support team of
Happay shall be available to deal with the issues relating to services and to resolve
issues expeditiously and effectively.
- Complaints shall be resolved
in a proper and time bound manner with detailed advice to the customer. In case the
resolution needs time, an interim response, acknowledging the complaint shall be issued.
- Customer Complaints received
through Emails shall be responded through Email Only.
Query resolution process:
- For any email received on
email@example.com / or any call, the first reply must go within 30 minutes
- The reply will have the
- Expected time of resolution
or expected time of next status update
- Ticket assigned to concerned
person in Happay Operations team
- In case it is a new ticket,
assignment will be done depending on the work-load on each agent or issue type.
- For any old/re-opened issue,
it will be assigned to agent who had worked on it earlier.
Query resolution TAT
- Any query depending on
Operation team must be resolved within 8 hours of mail receipt. In case of any delay,
customer needs to be well informed.
- Any query which requires
minor tech support, must be resolved by EOD. In case it is not resolved within 24 hours, it
should be escalated to IT head.
- The customer should be
updated about the expected time of resolution over email or call
- Customer should be informed
after resolution on call or mail
- Any query pending on third
party - the TATs to be followed and customer to be informed accordingly
- In case customer still
insists on faster resolution, Operations Head will talk to him/her.
- Once the issue is resolved,
ticket should be closed and mail should go to customer with an option to re-open the ticket.
Policies and Workflow*
||To be resolved on priority
||Export of data(User and
|Expense creation and report
|Addition of category and user
|New user activation
||Username/password issue in
Happay Employee/Admin portal or app
|Modification of user details
|On-demand onsite visit by
< 2 working hours
<8 working hours
||Dedicated Account Manager
|>1 working day
|>2 working days
||Head of Operations
- In case a customer is not
satisfied with the resolution provided by the customer support team, the customer shall be
provided an option to write to the Head of Operations through an e-mail.
- All complaints received at
the COO’s desk shall be handled End-to-End by a dedicated team under the account management
team. A weekly update of all complaints received at the COO’s desk shall be sent to the COO.
- Feedback by way of complaints
as well as in structured Customer support meetings shall be analyzed and acted upon.
Operation Head shall be responsible to drive process improvement in coordination with other
- The quality of customer
service rendered by the Happay shall be reviewed / examined by Head of Operations on regular
- In case a customer requires
further redressal of an issue, he or she can connect directly with Happay's partner Bank
over the official support channel of the Bank.