Your Concerns are Our Top Priority

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.

Escalation Support

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 reputation
  • 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?

file
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
via email/call.

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Via Email

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.

Process
You may follow the below-mentioned escalation support matrix to avoid any delay or discomfort in the event of dissatisfaction:

First level Escalation

Query not answered within 2 working days
Pranav Jain

(Account Manager)

Email
Shekhar Sharda

(TL Business Analyst)

Email
Jaspreet Bajwa

(AVP - Clients Management )

Email

Final level Escalation

Kapil Grover

(VP - Account Management & Partnerships)

Email
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.

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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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