Support Policy
At AI SITE VISITTM (operated by Enlargenet), we are committed to providing reliable, timely, and high-quality support to ensure your AI-hosted virtual site visits run seamlessly.
1. Scope of Support
Our support services cover:
- Account & Platform Onboarding: Setup assistance, portal access, and account configuration.
- Technical Issues: Core platform functionality, AI video stream performance, and portal access.
- Integration & Lead Flows: Guidance on deploying AI SITE VISITTM browser links across digital campaigns, QR codes, and property listings.
- Billing & Subscriptions: Invoice queries, plan upgrades, and Master Franchisee payment queries.
Note: Custom software developments, third-party CRM integrations, or non-platform technical issues fall outside standard support.
2. Business Hours & Holiday Schedule
Our dedicated support team operates during standard business hours:
- Support Operating Hours: Monday to Friday | 10:00 AM – 6:00 PM IST
- Exclusions: Weekends (Saturday & Sunday), Gazetted Holidays, Festivals, and National Holidays.
Inquiries received outside of operating hours, on weekends, or during public holidays will be processed on the next official working day.
3. Support Channels & Contact Information
For all operational support, technical queries, or escalation requests, please reach out via our official contact channels:
- Primary Email: vineet@aisitevisit.com
- Parent Entity: Enlargenet
- Founder / Management: Vineet Baveja (Founder / Sole Proprietor)
- GSTIN: 06ADIPB5368H3ZJ
- MSME Udyam Reg. No.: UDYAM-HR-05-0076774
4. Response & Target Resolution Times
We prioritize support tickets based on severity to ensure critical issues are addressed efficiently during business hours:
| Priority Level | Description | Initial Response Time | Target Resolution Time |
|---|---|---|---|
| Critical (P1) | Complete platform downtime or system outage affecting live AI video calls. | Within 2 Business Hours | 1 Business Day |
| High (P2) | Core feature glitch (e.g., lead capture or pricing firewall issue) with workarounds available. | Within 4 Business Hours | 1–2 Business Days |
| Medium (P3) | General account setup, onboarding assistance, or standard portal configuration queries. | Within 8 Business Hours | 2–3 Business Days |
| Low (P4) | Feature suggestions, non-urgent account updates, or general documentation inquiries. | Within 1 Business Day | 3–5 Business Days |
5. Customer & Partner Responsibilities
To help our team resolve your query quickly, please ensure that you:
- Submit tickets using your registered account email ID.
- Provide a clear description of the issue along with relevant property links, screenshots, or error logs.
- Ensure your web browsers (Chrome, Safari, Edge) and local network connections are updated and active.
6. Policy Updates
Enlargenet reserves the right to revise or update this Support Policy periodically to align with operational and technological advancements. Any changes will be updated directly on this page.