Customer support policy
How to get help with Prastavone, and how quickly we respond.
Last updated 13 November 2026 · Version 2026-11-06
1. How to reach us
- In the app: Help & support (best — it includes your company details), and Help & shortcuts for answers any time.
- E-mail: jay.joshi@bildara.in.
- Website: the contact form.
2. Support hours
Monday to Friday, 10:00–18:00 IST, except public holidays in India. Messages sent outside these hours are answered the next working day.
3. Response times
| Plan | First response |
|---|---|
| Free trial | Help pages any time; e-mail on a best-effort basis |
| Starter | Within 2 working days |
| Business | Within 1 working day (priority) |
| Enterprise | As agreed in your agreement |
| Critical problems on any paid plan (the app cannot be used, or a security issue) | The same working day |
A first response confirms that we are working on it; some questions take longer to solve, and we keep you updated.
4. What support covers
- Using the app: proposals, themes, pricing and GST settings, team, approvals, Proposal Room, billing and plans.
- Problems and errors, account access, and questions about your data, privacy and security.
5. What support does not cover
- Writing or checking your proposals’ content, prices, taxes or legal terms — see the Disclaimer.
- Problems with your own devices, network, e-mail or Google account.
- Custom development, unless agreed in writing.
6. Complaints
If you are not happy with how a request was handled, follow the Grievance redressal process.