What support covers
- Fixing faults in the TifTif platform
- Product updates released during your support period
- Help and guidance for you and your team on using the platform
- The updates Google Play requires to keep your apps listed
- Help responding to changes by the third-party services your platform uses
How to reach us
Email hello@tiftif.co.in, or use the WhatsApp number we give you at launch. Please include your business name, what happened, and a screenshot if you can.
Support hours
Monday to Saturday, 10:00 to 19:00 India Standard Time, excluding public holidays in India. For critical issues, we also monitor messages outside these hours on a best-effort basis.
Response times
| Priority | Example | First response |
|---|---|---|
| Critical | Customers cannot order or pay; apps down for everyone | Within 4 support hours |
| High | A feature is broken for some customers or staff | Within 1 support day |
| Normal | A question, or a minor issue with a workaround | Within 2 support days |
| Change request | A new setting, menu restructure or new content | Scheduled with you |
Response time is how quickly a person starts working on your request; resolution time depends on the problem, and we keep you updated until it is solved.
Uptime
Your platform runs in your own hosting and database accounts, so availability depends on those providers and their own service levels. We choose reliable providers during setup and help you if they have an outage, but we cannot guarantee a specific uptime for services we do not run.
Outside support
- Outages or changes caused by third-party providers (hosting, database, maps, app stores, payment gateways)
- Problems caused by changes made to your platform outside of our setup
- New features or custom development — we can quote for these separately
- Your own customers' support requests, which your team handles in the admin panel
After the support period
Your platform keeps running after support ends. Renewing support is optional and yearly; we will tell you the renewal price before your support period ends.