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CYRUS TECHNICAL SUPPORT, TAT & ESCALATION POLICY

This Support Policy applies to all services, APIs, software products, recharge services, BBPS services, verification services, payout services, travel services and other technology solutions provided by Cyrus Recharge Solutions / Cyrus Technoedge

1. Official Support Channels

Technical Support

Sales & New Orders

Escalation Support

  • Level 2: Mr. Surya – +91 9079133008
  • Level 3: WhatsApp Support – +91 70144 44749
  • Level 4: support@cyrustechnoedge.com (Only for emergency escalation after TAT completion)

2. IVR Call Support

Call Support

  • Monday to Saturday: 09:30 AM to 05:30 PM

Email Support

  • Monday to Saturday: 08:00 AM to 08:00 PM

Fund Update Processing

  • All Days: 07:00 AM to 10:00 PM

3. Registered Contact Requirement

Email, Call Support

For security, compliance and merchant verification purposes:

  • Support requests will only be entertained from the Merchant's registered email address.
  • Telephonic support will only be provided to the Merchant's registered mobile number.
  • Cyrus may refuse to disclose account, wallet, transaction, or KYC information to unregistered contacts.
  • Additional verification may be requested before providing support.

4. Ticketing & Support Process

All issues must be raised through:

  • Helpdesk Ticket
  • Support Email
  • Official IVR Support

While raising a ticket, the Merchant must provide:

  • Transaction ID / Order ID
  • UTR Number (if applicable)
  • Error Screenshot
  • API Request & Response
  • Video Recording (where required)
  • Date & Time of Transaction
  • Complete issue description

Incomplete tickets may remain pending until required details are received.

Duplicate tickets for the same issue may automatically increase resolution timelines.

5. Standard Response Time (SRT)

Priority Minimum Response Time Maximum Response Time
Normal Query 2 to 6 business Hours 24-48 business hours
Technical Issue 4 to 12 business Hours 24-48 business hours
Critical Service Impact 18 business hours 18 business hours

6. api transaction (TAT)

Fund Addition / Wallet Update

  • Expected Time: 15 Minutes to 2 business Hours

Delay may occur due to

  • Wrong UTR
  • Wrong Amount
  • Wrong Date
  • Non-Whitelisted Bank Account
  • Third-Party Payment
  • Banking Verification

Recharge Transactions

  • Pending / Dispute Cases:1 Hour to 48 business Hours

BBPS Transactions

  • Biller Confirmation
  • NPCI
  • BBPS Network
  • Banking Partners

Expected TAT:

T+3 Working Days to T+7 Working Days

Verification Services

(Aadhaar, PAN, CKYC, Voter, Driving License, Bank Verification, etc.)

TAT depends upon:

  • Government Databases
  • UIDAI
  • NPCI
  • CKYC Registry
  • Third Party Verification Providers

Payout / Money Transfer Transactions

If Amount is Debited but Beneficiary Not Credited

  • Standard TAT: Complaint Date + 7 Working Days

If Transaction Under Banking Investigation

TAT depends upon:

  • Sponsor Bank
  • Beneficiary Bank
  • NPCI
  • Regulatory Investigation

Travel Services

Includes:

  • Flight
  • Bus
  • Hotel
  • IRCTC
  • Holiday Services

Resolution depends upon:

  • Airlines
  • Hotels
  • GDS Providers
  • Travel Aggregators
  • Government Authorities

7. Third-Party Dependency Disclaimer

Many services depend upon external entities including but not limited to:

  • NPCI
  • BBPS
  • Banks
  • UIDAI
  • CKYC Registry
  • Telecom Operators
  • Recharge Operators
  • Utility Billers
  • Travel Partners
  • GDS Providers
  • Government Databases
  • API Service Providers
  • Server Hosting Providers
  • Cloud Providers
  • ISP Providers
  • Data Centers

Cyrus shall not be liable for delays, downtime, reversals, pending transactions, failures or interruptions arising from such third-party systems.

8. Out of Scope Requests

Requests involving:

  • New Development
  • Feature Modification
  • API Customization
  • Additional Integrations
  • Software Enhancements
  • New Reports
  • UI/UX Changes
  • business Consulting

are not covered under standard support.

Such requests may require:

  • Technical Evaluation
  • Project Approval
  • Development Estimation
  • Commercial Approval

and may attract additional charges.

9. Customer Conduct Policy

The Merchant agrees to maintain professional conduct while interacting with Cyrus staff.

The following shall not be permitted:

  • Abusive Language
  • Threats
  • Harassment
  • Misbehavior
  • Repeated Unnecessary Calls
  • Public Defamation
  • False Allegations
  • Aggressive Behaviour Towards Staff

In such cases Cyrus reserves the right to:

  • Suspend Support Access
  • Restrict Communication Channels
  • Escalate Matter to Management
  • Suspend Services in Serious Cases
  • Take Appropriate Legal Action

10. Escalation Matrix

Level 1

Level 2

  • Mr. Surya +91 9079133008 (Only after applicable TAT has expired)

Level 3

  • WhatsApp Escalation +91 70144 44749 (Share Ticket ID and previous communication details))

Level 4

Please do not mark support tickets to this email unless the matter has already completed the standard support process.

11. Acceptance

By using any service, software, API, dashboard, website, wallet, panel or infrastructure provided by Cyrus, the Merchant acknowledges and agrees to this Support Policy, Resolution Timeline (TAT) Policy and Escalation Policy as amended from time to time.