Hire Yoo Infotech Private Limited
Effective Date: Upon Account Creation
This Escalation Policy outlines the formal process for users of Hire Yoo Infotech Private Limited ("Hire Yoo," "we," "our," or "us") also known as HYI.AI (Virtual Assistance) to raise and resolve issues that remain unresolved through regular support channels. It applies to all users of our website and mobile applications (the "Platform"), including Talents and companies/employers.
1. Objective
The objective of this Escalation Policy is to establish a clear, structured, and time-bound mechanism for escalating unresolved issues, complaints, or concerns raised by users of the Platform, including both Talents and Companies. This Policy aims to ensure that all escalations are addressed at appropriate levels of authority with transparency, accountability, and efficiency, in alignment with legal requirements and best industry practices.
It seeks to promote prompt resolution, improve user satisfaction, and uphold the integrity and fairness of our services by enabling a tiered resolution process where concerns that are not resolved at the initial level may be referred to higher authorities within the organization.
2. Scope of Escalation
Issues that may be escalated include, but are not limited to:
- Unresolved support tickets
- Delays in payouts or settlements
- Platform malfunctions affecting usage
- Account suspensions or terminations
- Disputes regarding services, subscriptions, or transactions
3. Escalation Levels
Level 1 – Customer Support Team
- Contact Method: support@hyi.ai
- Response Time: Within 24–48 business hours
- This is the first point of contact. Most queries should be resolved at this stage.
Level 2 – Escalation Desk
- Contact Method: support@hyi.ai
- Response Time: Within 3–5 business days
- If you are not satisfied with the response from Level 1, you may escalate by referencing your previous ticket ID.
Level 3 – Grievance Officer
- Contact Person: Nagarjun K.
- Email: grievance@hyi.ai
- Mailing Address: Hire Yoo Infotech Private Limited at 2nd Floor, Second Cross, 80 Feet Rd, K.R Garden, Koramangala, Bengaluru, Karnataka – 560034
- Response Time: Within 7–10 business days
- This is the final level of escalation for unresolved or serious concerns.
4. Information Required for Escalation
When escalating an issue, please include the following:
- Your full name and contact information
- Account ID or registered email address
- Ticket ID(s) from previous levels
- A clear description of the issue
- Any relevant supporting documents (e.g., screenshots, receipts)
5. Resolution and Closure
Once the issue is investigated, we will communicate the outcome and, where applicable, actions taken. If the issue is resolved to your satisfaction, it will be marked as closed. If you are still dissatisfied after Level 3, you may pursue legal remedies as outlined in our Terms & Conditions.
6. Monitoring and Improvement
We regularly monitor escalations to improve our services and reduce recurrence. Feedback from users is welcomed and used to refine our processes.
7. Changes to This Policy
We reserve the right to amend, modify, or update these Terms at any time, at our sole discretion. Any changes will become effective immediately upon being posted on the Platform, unless stated otherwise.
We may notify you of significant changes via email or through prominent notices on the Platform. However, it is your responsibility to review these Terms periodically for updates.
Your continued access to or use of the Platform following the posting of changes constitutes your acceptance of the revised Terms.
8. Contact Us
For additional support or information regarding this policy, please contact:
Hire Yoo Infotech Private Limited
2nd Floor, Second Cross,
80 Feet Rd, K.R Garden,
Koramangala, Bengaluru,
Karnataka - 560034
Email Address: support@hyi.ai
