Support Policy

Dinsol India (A Brand of Blessed Venture)

Dinsol India, a brand owned and operated by Blessed Venture, is committed to providing structured, secure, and efficient technical support services across all offerings. This Support Policy governs the scope, channels, availability, and limitations of support applicable to all services and plans listed on the official website of Dinsol India (www.dinsol.in).

This policy is applicable by default to all customers and services unless explicitly modified through a written agreement. All new service orders, purchases, and renewals of existing services—whether by new or existing customers—shall automatically fall under the applicability of this Support Policy. By placing an order, renewing a service, or continuing to use any service, the customer acknowledges and agrees to be bound by the terms of this policy unless otherwise agreed in writing through a formal proposal or contract.

Support for all services, including but not limited to Web Hosting (Linux, Windows, and Email Hosting), Domain Registration, SSL Certificates, Website Design and Development, Security Services, Cloud Hosting, and Reseller Services, is primarily delivered through Email and Helpdesk systems. Customers are required to submit all support requests exclusively from their registered and/or authorised email addresses to ensure proper authentication and security. Dinsol India reserves the right to reject, delay, or limit support requests received from unverified or unauthorised sources.

The primary support channel is Email and Helpdesk integrated via [email protected], where all communications automatically generate and track support tickets. A secondary email channel, [email protected], may be used only in the event of issues with the primary channel; however, it is not integrated with the helpdesk system and may result in slower response times.

Dinsol India provides 24x7x365 support availability exclusively through the Email and Helpdesk system. While customers may submit requests at any time, response times may vary depending on operational workload, issue complexity, and staff availability. Responses are generally faster during standard business hours and may be comparatively delayed during non-business hours. Certain issues may require deeper investigation, internal escalation, or assignment to specialized personnel, and resolution timelines may vary accordingly.

Standard business hours are defined as 10:00 AM to 7:00 PM (IST), Monday to Saturday. Live Chat support, Phone support, and WhatsApp communication are strictly limited to these business hours and are not available on Sundays, national holidays in India, or regional holidays applicable to Delhi NCR.

Live Chat support is provided on a complimentary and best-effort basis, subject to agent availability and support volume, and is intended for quick assistance and general queries only.

Phone support is not included by default in any service or plan and is available only as a paid add-on for select services, typically those categorized as business-critical. Dinsol India reserves the absolute right to approve or decline requests for phone support, determine eligibility of services and plans, and set or revise applicable fees at its sole discretion. Where approved and subscribed, phone support is available via +91 93111 18687 during business hours only.

WhatsApp communication is not an official technical support channel and is strictly limited to sales and pre-sales enquiries. The WhatsApp number +91 98116 81687 should not be used for technical support, and any such requests may not be acknowledged or processed.

All incoming technical support requests are initially reviewed by Level 1 (L1) technical support personnel. Based on the nature, complexity, and priority of the issue, and as determined by the support supervisor or internal processes, tickets may be escalated to higher levels of support, including Level 2 (L2), Level 3 (L3), or Level 4 (L4). Level 4 support typically involves Data Center-level assistance, including hardware, network infrastructure, and critical incident mitigation. Escalation decisions are made solely at the discretion of Dinsol India, and customers cannot directly request or mandate escalation levels.

Dinsol India may, at its discretion, engage qualified third-party service providers, vendors, or infrastructure partners to assist in delivering certain aspects of technical support, infrastructure management, or issue resolution. All such engagements are managed under strict confidentiality and operational standards. Regardless of such arrangements, Dinsol India remains the primary point of contact for customers, and all support requests must be routed through its official channels.

Dinsol India does not provide any Service Level Agreement (SLA) or guaranteed Turnaround Time (TAT) for shared hosting services, standard plans, or any services listed on the website. Any SLA or TAT commitments shall only be valid if explicitly agreed in writing as part of a formal proposal or contract. In the absence of such agreement, all support is provided on a best-effort basis.

Support coverage includes service activation assistance, basic configuration guidance, server-side troubleshooting within the hosting environment, DNS and domain-related support, and SSL-related assistance where applicable. Support does not include application-level debugging, third-party software or plugin issues, advanced development work, malware removal (unless part of a specific service), or performance optimization beyond infrastructure-level support.

Customers are responsible for providing accurate information, maintaining data backups, using authorised communication channels, and adhering to applicable laws and security best practices. Dinsol India shall not be responsible for any data loss, service disruption, or business impact arising from customer negligence or failure to maintain backups.

Dinsol India reserves the right to limit, suspend, or refuse support in cases of abuse, misuse of support channels, excessive or unreasonable requests, requests falling outside the defined scope, or violation of applicable terms and policies.

To the maximum extent permitted by applicable law, Dinsol India and its parent entity Blessed Venture shall not be liable for any direct, indirect, incidental, or consequential damages, including but not limited to loss of data, revenue, profits, or business opportunities arising from the use of services or support. All services and support are provided on an “as is” and “best-effort” basis unless otherwise agreed in writing.

Dinsol India reserves the right to modify, update, or revise this Support Policy at any time without prior notice. Continued use of services constitutes acceptance of the latest version of this policy.

All support requests, follow-ups, and escalations must be initiated through the official Helpdesk system or registered email communication channels. Requests raised through unauthorised channels shall not be considered valid.

This Support Policy forms an integral part of the Terms and Conditions governing all services offered by Dinsol India. By placing a new order, renewing an existing service, or continuing to use any service, all customers—whether new or existing—are deemed to have read, understood, and accepted this Support Policy along with the applicable Terms and Conditions, unless otherwise agreed in writing.