Blue360 follows defined timelines to respond to and resolve client complaints. These timelines ensure transparency and help clients know what to expect when raising issues. This article explains our response times, resolution times, and the factors that may affect them.
Response Timelines
- All tickets and complaints are acknowledged within 24 business hours
- Urgent issues reported via WhatsApp or phone may receive faster acknowledgment
- Grievance officer emails are acknowledged within 3 working days
- Clients are notified once their complaint is formally logged in our system
Resolution Timelines
- Minor issues such as content corrections or small bugs: 2 to 5 working days
- Medium issues such as design fixes or configuration errors: 5 to 10 working days
- Complex issues such as custom features or platform-level problems: timeline depends on scope and investigation
- Legal or grievance matters: resolution may take longer depending on complexity and may involve external processes
Factors That Affect Timelines
- Client responsiveness in providing approvals, content, or credentials
- Third-party platform dependencies such as hosting providers, Google, or Meta
- Scope of work and whether the request is within or outside the original package
- Volume of tickets and current workload at the time of submission
Commitment from Blue360
- We always acknowledge complaints within defined response times
- We provide estimated timelines for resolution after initial review
- We keep clients updated if more time is required due to complexity
- We prioritize urgent issues that directly impact live websites or campaigns
Client Responsibilities
- Provide complete information when raising a complaint
- Respond quickly to Blue360 requests for clarification or additional data
- Use only official channels such as dashboard, WhatsApp, email, or phone
- Allow Blue360 the reasonable time stated for investigation and resolution
FAQs
Q: How quickly will I hear back after raising a ticket?
You will receive an acknowledgment within 24 business hours, often sooner for urgent channels like WhatsApp.
Q: What if my issue is not resolved within the estimated time?
Blue360 will update you with revised timelines and explain the cause of delay.
Q: Can I escalate if I am unhappy with the resolution time?
Yes. You can request escalation as explained in our escalation policy if you believe delays are unreasonable.
Q: Are legal complaints resolved within the same timelines?
No. Legal or grievance matters may take longer depending on complexity and process requirements.
Q: Do weekends and holidays count in the timelines?
No. Timelines are calculated in business days, excluding weekends and public holidays.