Issue Resolution Hierarchy
Zephyrtech Consultancy Pvt Ltd · Updated on April 2026
Overview
You deserve absolute clarity in every aspect of your purchases, whether they are for your business or your personal needs, at any time of day. At Zephyrtech, every grievance moves through a defined “Four-Level Escalation Structure” (4L), designed to provide comprehensive details and support for the users of our platform.
If one level cannot successfully close your case, or if the response leaves you unsatisfied, the next level picks it up without delay. No ticket gets lost, no deadline is left vague, and no customer is ever asked to start over from scratch when escalating an issue.
4L: The Four Levels
L1 Level 1 | Customer Support Handled by: First-line support executives · Turnaround: 24–48 business hours contactus@zephyrtech.in · +91-9038666126 Typical issues: Order tracking, payment confirmations, delivery delays, returns, refunds, and minor site issues |
L2 Level 2 | Senior Support / Team Lead Handled by: Senior executives and team leads · Turnaround: 2–4 business days Request escalation by email — quote your L1 ticket number Typical issues: Repeated L1 failures, stuck refunds or replacements, complex order errors |
L3 Level 3 | Grievance Officer Handled by: Vijay Kumar Jaiswal, Grievance Officer · Turnaround: 5–7 business days grievancesredressal@zephyrtech.in · +91-9679653759 (Mon–Sat, 10 AM–7 PM) Typical issues: Policy disputes, unresolved L2 cases, matters needing legal or consumer-protection attention |
L4 Level 4 | Operations Head Handled by: Head of Customer Experience & Operations · Turnaround: Reviewed within 7 business days Typical issues: Cases still open after L3; decisions on compensation, policy changes, vendor discipline |
Final Escalation — CEO / Director
Cause: If your case has moved through all 4 structural levels and remains pending without any resolution, it reaches the CEO or Director directly.
Effect: This top-tier is reserved for rare, genuinely exceptional matters, high-value disputes, cases with legal implications, or incidents affecting the company's standing. Please treat it as a structural safety net, not a route to bypass the preceding levels that exist to resolve most issues efficiently.
Before You File a Complaint
A few best practices will keep your case moving quickly at every level, regardless of where you are in the escalation process:
- When escalating, include a short summary detailing: what happened, which level handled it, and why it was not closed.
- Mention your Order ID and registered phone number at every level.
- Save the complaint ticket number for each tier.
- Be precise about dates and amounts, and avoid including unnecessary details.
- If writing to Level 3 or above, always attach screenshots or order receipts.
Every issue raised through this structure has a named owner who is accountable for providing a response within the stated timeframe. If a complaint is not acknowledged or resolved within the designated window at any level, that is a failure on our part—not yours.
Zephyrtech Consultancy Pvt Ltd: Smarter Choices. Stronger Connections.