Our customers are at the heart of our organization. When our customers are in need, everything else takes
a backseat for us. We believe that customer satisfaction is vital for our success, and our constant efforts
are to build stronger relations. Through our sincere endeavours, we strive to enrich empathy, care and
transparency, which are the building blocks of our customer-first approach.
We at FATbit ensure that our customers and partners get the required attention to their issues. Our commitment is to abide
by the highest business ethics to support all our customers and partners.
The escalation management process is crafted to keep you informed of your escalated case status. An expert is assigned to each escalation to
oversee the case from a coherent point of view. The assigned member will be responsible for evaluating the situation and getting the
issues resolved as early as possible.
When Should an Escalation Be Initiated?
For our customers and partners, an escalation may be initiated anytime after the
initial review of the project. If you are not satisfied with the outcome or the timelines of the
services offered to you by Team at FATbit, you may raise an escalation.
Raise a FATbit Grievance Ticket if your issue
falls under these categories:
A major problem which may impact business on a higher
level and/or project delivery timeline related issues
Responsiveness of the Project Manager/ Sales Person
assigned to your project
Risk of potential or actual damage to the customer’s
Data loss or risk of potential data loss
Issues related to payment, invoicing and/or the manager
What is the Process for Escalating my case?
Via Escalation form
You can visit our website and fill in the complaint
form. An escalation ticket will be generated and
will be sent via email. The respective lead/expert
will reach out to you within the next 24-48 hours
You can also send an email to the respective
account manager (if any) on the ongoing support
ticket and once the escalation has started. The
respective lead/manager will reach out to you
within the next 24-48 hours via email/call.
FATbit strives to resolve your issues in a timely manner, and as per your satisfaction. However, If they are not entertained/resolved
as per your satisfaction, you can further escalate critical issues to a higher level of management.
You may follow the below-mentioned escalation support matrix to avoid any
delay or discomfort in the event of dissatisfaction:
We at FATbit shall make sure that we provide you with an immediate solution to your concerns wherever possible and that
relationships are repaired to gather information which helps us to improve what we do. All escalations will be handled
sensitively following any relevant data protection requirements.
FATbit delivers actionable, quantifiable results for its partners & clients whilst
committing to the highest ethical business standards. It's how we ensure we
create value at each step we take together.
Grievance Submission Form
Please fill the below-mentioned fields to help us understand your concerns for quick solutions.
FATbit delivers actionable, quantifiable results for its partners & clients whilst committing to the highest ethical business standards.
It's how we ensure we create value at each step we take together.
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