Scope of Support:
The primary method to contact the ExcelCRM Support team is through the online Radam Support Portal https://support.excelcrm.com, though you can also send an email to support@radamtech.com if you prefer. Customers who have purchased phone support may also use the provided phone number to submit a new case.
SLA Expectation:
Radam Support strive to resolve issues as quickly as possible, please note that our response times depend upon the service level of your subscription as well as the priority level (P1, P2, or P3) of the issue. The priorities are defined as follows:
| Particulars | ExcelCRM Basic to Business Edtion | ExcelCRM Enterprise Edition |
|---|---|---|
| Support Hours | Monday to Friday (9.30 AM to 6.30 PM IST) |
Monday to Saturday (9.30 AM to 6.30 PM IST) |
| Number of Contacts | 2 | 4 |
| Number of Cases | 10 | Unlimited |
| P1 Response Time | 4 business hours | 2 business hours |
| P2 Response Time | 1 business day | 4 business hours |
| P3 Response Time | 2 business days | 1 business day |
| Phone Support | No | Yes |
ExcelCRM support can be reach on all business days between 0930 to 1830 IST
Upgrade Policies
ExcelCRM users can upgrade to next edition by paying the difference in subscription and implementation cost. Contact ExcelCRM sales team for more information.