Help & Support
TechConnect Platform - Guardiantech Pro Services Private Limited
1. Introduction
At TechConnect, we are committed to providing reliable, timely,and effective support to ensure a seamless experience for both Clients and Freelancers. This Help & Support Policy outlines the assistance channels, responseexpectations, and issue resolution process.
2. Support Availability
Our support services are available to all registered users of TechConnect.
• Support Hours: 24/7 Online Support (recommended)
• Response Time:
- General Queries: Within 24 hours
- Urgent Issues (Payments, Account Access): Within 12 hours
3. Support Channels
Users can contact us through the following channels:
3.1 Email Support
• Users can raise queries via email.
• Suitable for general inquiries, account issues, and dispute-related concerns.
• Email: support@gtpspl.com
3.2 Help Center / Ticket System
• Users can submit support requests through the TechConnect Help Center.
• Each request will be assigned a unique ticket ID for tracking.
• Users can monitor the status and updates of their request.
3.3 Live Chat Support
• Real-time assistance for quick queries.
• Ideal for basic troubleshooting and guidance.
4. Types of Support Provided
4.1 Account Support
• Account registration and login issues
• Password recovery
• Profile verification assistance
4.2 Payment & Billing Support
• Payment failures or delays
• Refund-related queries
• Wallet and transaction history issues
4.3 Project & Dispute Support
• Issues between clients and freelancers
• Project cancellations
• Escrow-related concerns
4.4 Technical Support
• Website bugs or errors
• Feature-related issues
• Platform usability assistance
5. Dispute Resolution Support
- TechConnect provides a structured dispute resolution process:
- Users must first attempt to resolve issues directly.
- If unresolved, a dispute can be raised through the platform.
- Our support team will review evidence and assist in mediation.
- Final decisions will be made based on platform policies and available proof.
6. User Responsibilities
To ensure faster resolution, users must:
• Provide accurate and complete information
• Attach relevant screenshots or documents
• Respond promptly to support team requests
• Maintain respectful communication
7. Limitations of Support
TechConnect support does not:
• Provide legal, financial, or tax advice
• Intervene in off-platform transactions
• Guarantee resolution outcomes in favor of any party
8. Escalation Process
If a user is not satisfied with the initial response:
• The issue can be escalated to a higher support level
• Escalations will be reviewed within 48 hours
9. System Maintenance & Downtime
• Scheduled maintenance will be communicated in advance where possible.
• During downtime, support response times may be slightly delayed.
10. Updates to Help & Support Policy
Guardiantech Pro Services Private Limited reserves the right to update this policy at any time. Updates will be posted on the TechConnect platform.
11. Contact Information
For support and assistance:
Guardiantech Pro Services Private Limited
TechConnect Support Team
Email:support@gtpspl.com