Escalation Policy

We are committed to resolving issues quickly and transparently. This policy defines a tiered path for raising and escalating concerns, whether technical, commercial or service-related, so that unresolved matters move to people with more authority until they are resolved.

It covers our products (Albero CRM, Albero LMS, Albero HRM, Albero PMS, Albero BI and Albero Support) on the web and in our iOS and Android apps, Albero Labs installations in schools, and the custom development, digital and consulting work we deliver. The response and resolution times below are targets we aim to meet; complex cases may take longer, and we will keep you informed throughout. Where a signed Service Agreement sets different service levels, the Service Agreement prevails.

• Email: Business@alberotechnologies.com (put the product name and “Urgent” in the subject for a Critical issue);
• Phone: +91 91707 80671, during business hours;
• Inside a product or app: the Help or “Report a problem” option, which attaches your workspace, product and app version automatically;
• Complaint Forum: for a formal complaint about service, billing or conduct, use our Complaint Forum, which issues a reference number.

To help us resolve it at the first level, please include:

• Your organisation or workspace name, and the product concerned;
• What you expected to happen, what happened instead, and the steps that lead to it;
• When it started, how many people it affects, and whether there is a workaround;
• Screenshots, error messages, or ticket and invoice numbers where relevant;
• For a mobile app: the app version (shown under Settings, then About), your device model, and its iOS or Android version.

We assign a severity when we acknowledge an issue, based on its business impact. You may ask us to change it, and we will explain our reasoning if we disagree.

Business hours are 9:00 AM to 6:30 PM IST, Monday to Friday, excluding public holidays. Critical issues reported outside business hours by email with “Urgent” in the subject are reviewed at the start of the next business day at the latest, and sooner where our on-call arrangements allow.

Issues progress through four levels. Most concerns are resolved at Level 1 or Level 2.

The targets apply from the time an issue reaches each level. A Critical or High severity shortens them, as set out in section 3.

• Step 1, raise: report the issue to Customer Support (Level 1) through any channel in section 2. You receive an acknowledgement with a reference for tracking.
• Step 2, Technical Team: if the issue is technical, or is not resolved within the Level 1 target, it moves to the Technical Team. You may also ask for this directly.
• Step 3, Project / Account Manager: if it remains unresolved, or concerns scope, delivery or your relationship with us, it moves to your named manager.
• Step 4, Management: if it is still unresolved, senior leadership reviews it and makes a final decision, which we confirm in writing with reasons.

An issue is escalated automatically, without you having to ask, when:

• Its target time at the current level passes without a resolution or an agreed plan;
• Its severity is raised to Critical;
• The same problem is reported again after being closed as fixed;
• It involves personal data, security, or a possible breach of our contract with you.

If you are dissatisfied at any level, you may request escalation to the next level without waiting for the target time to pass. Write “Escalate” and your reference number to Business@alberotechnologies.com.

• First check that the app is updated to the latest version from the App Store or Google Play; many reported faults are already fixed there;
• If a fix needs a new app version, it has to pass Apple’s or Google’s review before you can install it. Review usually takes one to three days and is outside our control. Where we can, we fix the problem on our servers or give you a web workaround in the meantime, and we tell you which;
• If a sign-in or sync problem affects only the app, the web version of the product remains available and contains the same data;
• Problems with a beta version distributed through TestFlight or a Google Play testing track should be reported through the tester feedback option or by email. They are handled as Normal severity unless they risk data loss;
• Payment or refund questions about an in-app purchase made through Apple or Google are handled by them, as described in our Refund & Cancellation Policy. We will still help you find the right route.

• Equipment faults: report them through the teacher dashboard or app, by email or by phone, with a photo where possible. Under warranty, an engineer is on site within 48 working hours, as set out in our Terms & Conditions;
• Curriculum, timetable or training questions go to the school’s named relationship manager, who is Level 3 for that school;
• Any incident involving the safety of a student or teacher is treated as Critical. Stop using the equipment concerned and call us immediately.

If you believe your account, a workspace or personal data has been accessed without authorisation, or you have found a security vulnerability, email Business@alberotechnologies.com with “Security” in the subject. These reports are treated as Critical and go straight to Level 2 and Management.

We ask researchers to give us a reasonable time to fix a vulnerability before disclosing it, and not to access, change or delete data that is not theirs while testing. Where an incident involves personal data, we notify affected customers and authorities as described in our Privacy Policy.

• Every update tells you what we found, what we are doing next, and when you will hear from us again;
• We close an issue only when you confirm it is resolved, or after two reminders over five business days without a reply;
• You can reopen a closed issue within fourteen (14) days by replying to it; it keeps its reference and history;
• For every Critical issue, we send a written summary of the cause, the fix, and what we are changing to prevent a repeat, within five (5) business days of resolution.

Some issues depend on third parties, including payment gateways, WhatsApp and other messaging providers, video-meeting services, app stores, internet and mobile networks, and systems on your side. We will tell you when this is the case, raise it with the provider where we have a relationship with them, and keep the issue open until service is restored. The time a third party takes does not count against our targets, but we continue to give updates.

If you are not satisfied after Level 4, or your concern relates to personal data, you may write to our Grievance Officer at Business@alberotechnologies.com. Grievances are acknowledged within two (2) business days and resolved within thirty (30) days, as stated in our Privacy Policy.

Nothing in this policy limits your statutory rights. Consumers in India may also contact the National Consumer Helpline (1915 or consumerhelpline.gov.in) or file a complaint with the appropriate Consumer Commission, and personal-data complaints may be taken to the Data Protection Board of India.

To raise or escalate an issue, contact us:

• Email: Business@alberotechnologies.com
• Phone: +91 91707 80671
• Registered office: H No. 1582, Naubasta, Rajendra Nagar Road, Kanpur, Uttar Pradesh 208021, India