~4 min read
SeekhoBecho.com — Core Legal
Support SLA Policy
This Policy defines the SeekhoBecho customer support framework: P0–P3 ticket tiers, response and resolution timelines, support fees, escalation matrix, and scope of support. Grievance Officer designated per IT Rules 2021.
P0: 15min Ack · 4hr ResolveGrievance: 48hr Ack · 30-Day ResolvePlatform-Fault Fee Waiver
Grievance Officer
grievance@seekhobecho.com · 48hr ack
P0 SLA
Acknowledge 15min · Resolve 4hr
P3 Fee
₹99 + ₹199 on resolution
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Support Framework and Legal Basis
This Support SLA Policy ("Policy") governs the customer support framework for the SeekhoBecho.com Platform operated by RLS Retail Private Limited ("Company"). It defines ticket priority tiers, response and resolution commitments, support fees, escalation procedures, and the scope of support services.
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Consumer Protection Act 2019 & IT Rules 2021This Policy fulfils the following statutory obligations:
(i) Consumer Protection Act, 2019 — grievance redressal mechanism for consumers;
(ii) IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 3(2) — designated Grievance Officer with 48-hour acknowledgement and 30-day resolution obligation;
(iii) DPDP Act, 2023 — grievance redressal for data protection complaints.
Grievance Officer (IT Rules 2021): Venjula, RLS Retail Private Limited. Email: grievance@seekhobecho.com. Response: 48 hours. Resolution: 30 calendar days.
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Ticket Priority Tiers — P0 to P3
| Priority | Definition | Examples |
|---|---|---|
| P0 — Critical | Platform completely inaccessible; payment charged but plan not activated; data breach affecting Subscriber; Pearl Wallet entirely missing post-confirmed renewal; prize KYC window closing within 12 hours | Full app/web down; payment deducted but no activation; Pearl Wallet zeroed post-renewal; prize KYC deadline in 12hrs |
| P1 — High | Core feature non-functional; significant service degradation impacting business operations; Platinum Plus activation delayed beyond SLA; agent contact missed beyond scheduled call window | Marketplace tool not loading; 1v1 game error mid-contest; Platinum Plus not activated past Day 7; FEMA compliance block on USD disbursement |
| P2 — Medium | Non-critical feature issue; Pearl balance discrepancy under investigation; course module access problem; invoice discrepancy; notification failure | Course video not loading; Pearl earn trigger misfired; wrong invoice amount; WhatsApp notification not received; coupon not applying |
| P3 — Low | General queries; feature how-to assistance; account management requests; feedback and suggestions | How to cancel auto-renewal; how to access a specific course module; request to update KYC; general plan feature query |
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Support Fees — Complete Rate Card
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Paid Support ModelSeekhoBecho operates a paid support model. Support ticket issuance and resolution fees apply to all tiers. The Platform-Fault Exception waives fees where the issue is confirmed as a Platform-side technical error.
| Service | Issuance Fee (excl. GST) | Resolution Fee (excl. GST) | Total (incl. 18% GST) |
|---|---|---|---|
| P0 — Critical Ticket | ₹1,499 | ₹2,999 on confirmed resolution | ₹1,768.82 + ₹3,538.82 |
| P1 — High Priority Ticket | ₹499 | ₹999 on confirmed resolution | ₹588.82 + ₹1,178.82 |
| P2 — Medium Priority Ticket | ₹199 | ₹399 on confirmed resolution | ₹234.82 + ₹470.82 |
| P3 — Low Priority Ticket | ₹99 | ₹199 on confirmed resolution | ₹116.82 + ₹234.82 |
| Grievance Officer Complaint (IT Rules 2021) | FREE — no fee | FREE | ₹0 |
| VIREN / ARYAN Structured Session (30 min) | ₹299 (excl. GST) | N/A | ₹352.82 |
| USA Selling Strategy Session (60 min) — Platinum Plus | ₹999 (excl. GST) | N/A | ₹1,178.82 |
| Change Request — Minor | ₹199 (excl. GST) | N/A | ₹234.82 |
| Change Request — Major | ₹999+ (excl. GST) | N/A | ₹1,178.82+ |
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Platform-Fault ExceptionWhere a P0 or P1 issue is confirmed to be caused by a Platform-side technical fault — not Subscriber error, third-party platform change, or Subscriber KYC/documentation delay — the issuance and resolution fees are fully waived. A courtesy Pearl credit may also be offered at the Company's discretion. The determination of "Platform fault" is made by the Company's Technology team and is final.
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Response and Resolution Timelines
| Priority | Acknowledgement SLA | First Response SLA | Resolution Target | SLA Breach Trigger & Response |
|---|---|---|---|---|
| P0 — Critical | Within 15 minutes of ticket confirmation | Within 1 hour by Senior CS | Within 4 hours | Any breach → Immediate Founder notification; courtesy credit consideration; post-incident review |
| P1 — High | Within 2 hours | Within 4 hours by CS Lead / Senior CS | Within 24 hours | Breach > 48 hours → HOD escalation + Subscriber proactive update |
| P2 — Medium | Within 4 hours | Within 24 hours by CS team | Within 5 business days | Breach > 7 business days → CS Lead review + Subscriber update |
| P3 — Low | Within 24 hours | Within 48 hours | Within 10 business days | Breach > 15 business days → CS Lead review |
| IT Rules Grievance | Within 48 hours (statutory) | Within 48 hours | Within 30 calendar days (statutory) | Breach → regulatory obligation; Founder notified; DPB complaint risk (DPDP Act) |
Timelines pause when the Company is awaiting information, documentation, or action from the Subscriber. The clock resumes from the moment complete information is received. All timelines are measured from ticket payment confirmation (for paid tiers) or grievance submission receipt (for IT Rules complaints).
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Escalation Matrix
| Level | Handled By | Trigger Condition |
|---|---|---|
| L1 — Initial | Front-line Customer Success (CS) | All tickets on first contact |
| L2 — Senior | Senior Customer Success / CS Lead | P0 and P1 tickets; L1 SLA breach; Subscriber escalation request |
| L3 — Specialist | Plan-specific agent (SHAURYA/VIVAAN/VIREN/ARYAN/RM) + HOD | Plan-specific technical or service issues; L2 SLA breach |
| L4 — Technical | Product & Technology Team | Platform technical faults requiring engineering investigation or fix |
| L5 — Grievance | Grievance Officer (Venjula) — grievance@seekhobecho.com | Formal complaints under IT Rules 2021; legal or regulatory matters; L3 SLA breach; DPDP Act data complaints |
| L6 — Founder | Richi Vij (Founder) | P0 SLA breach; regulatory authority escalation; media or legal threat; unresolved at L5 |
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What Support Covers
- Platform access issues — login failures, OTP problems, account recovery;
- Subscription activation delays confirmed as Platform-caused;
- Pearl Wallet discrepancies — incorrect earn, spend, or expiry events;
- Prize claim facilitation — KYC process guidance, TDS queries, delivery status checks;
- Agent scheduling and plan-specific coordination;
- Invoice and billing queries — where a genuine billing error is identified;
- Course access issues — content not loading, module progress not saving;
- Marketplace tool and platform feature guidance — how-to for supported features;
- Bug reports — Platform malfunctions, UI errors, feature failures.
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What Support Does NOT Cover
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Explicitly Outside ScopeThe following matters are outside SeekhoBecho customer support scope, regardless of ticket priority or fee paid:
(i) Account management, suspensions, or policy decisions by Amazon, Meesho, Flipkart, Meta, or any other third-party marketplace or social platform;
(ii) FEMA compliance, IEC applications, DGFT portal issues, customs clearance, GST LUT filing, or any regulatory compliance advice — the Subscriber's independent legal and professional obligation;
(iii) Refund processing — all payments are non-refundable under any circumstance. Raising a support ticket does not create a refund entitlement;
(iv) Sales coaching, product sourcing, market research, or income advisory beyond the scope of the subscribed plan;
(v) WhatsApp Business API account decisions, Meta Ads issues, or social media account management problems;
(vi) Technical support for the Subscriber's own device, internet connection, third-party apps, or external payment app issues;
(vii) Disputes about Maha Jackpot or prize outcomes where the draw result is final and has been verified by the Company's server records.
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How to File a Support Request
Support requests are filed through the following official channels:
- In-App Support Ticket (Preferred): Account Settings → Help & Support → New Ticket → Select Priority → Describe Issue with Screenshots/Evidence → Pay Ticket Fee → Submit. Tickets are tracked in real time in the in-app support dashboard.
- Email:support@seekhobecho.com with: Customer ID, Plan Name, Issue Description, and supporting screenshots. CS team triages the email and assigns priority. For paid tiers, a payment link is sent before processing.
- Formal Grievance (IT Rules 2021 — Free):grievance@seekhobecho.com with Subject: "Formal Grievance — [Customer ID] — [Issue Summary]." No fee for IT Rules grievances.
Evidence required for faster resolution: Screen recordings of the issue, transaction IDs, Customer ID, plan name, and specific error messages significantly reduce investigation time.
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Grievance Officer — IT Rules 2021
| Field | Details |
|---|---|
| Name | Venjula |
| Designation | Grievance Officer, RLS Retail Private Limited |
| grievance@seekhobecho.com | |
| Response Commitment | Acknowledgement within 48 hours of receipt (statutory obligation) |
| Resolution Commitment | Within 30 calendar days of receipt (statutory obligation) |
| Working Hours | 9:00 AM – 7:00 PM IST, Monday to Saturday |
| Office Address | Plot-76-D, Phase IV, Udyog Vihar, Sector 18, Gurugram, Haryana – 122001 |
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DPDP Act Data ComplaintsData protection complaints — right to access, correct, or erase personal data — should be directed to privacy@seekhobecho.com separately from general grievances. DPDP Act complaints are processed within 15 business days.
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Contact
SeekhoBecho.com — Customer Support
RLS Retail Private Limited · GSTIN: 06AAJCR4683G1Z3 · Gurugram, Haryana – 122001
General Support
Grievance Officer (Formal)
Privacy / Data Complaints
Compliance / Legal
Website