At ProEmTech Infosystems Private Limited, we are committed to providing the highest quality of service to our customers. To ensure effective and efficient communication, we have established the following policy for all customer interactions regarding our products, which include ProMed, oNext, Network, and IT Assets.
To maintain transparency, track response times, and ensure quality assurance, ProEmTech Infosystems recognizes the following communication channels for all technical support and management-related inquiries:
Email Support for Technical Issues:
For any technical assistance related to ProMed, oNext, Network, and IT Assets, including hardware and cloud services like email/hosting, customers are required to contact us via the following email: support@proemtech.com
oNext Support Ticket System:
For customers using oNext ESS, support requests must be submitted through the oNext support ticket portal: onext.in
ProMed Support Chat:
Customers using ProMed can utilize the in-platform support chat for technical queries related to ProMed.
Management & Billing Inquiries:
For any inquiries related to management or billing, customers should contact us via email at: info@proemtech.com
For the purposes of tracking and maintaining response time adherence (TAT), quality assurance, and claims processing, phone calls and WhatsApp communications are not recognized as official modes of communication. Any support requests, technical issues, or claims communicated through these channels will not be considered valid for:
Response Time (TAT) tracking
Quality Assurance evaluation
Claim processing or dispute resolution
ProEmTech Infosystems guarantees prompt and efficient response times for all valid communication received through recognized channels. The standard response times during working hours are as follows:
Email Support (support@proemtech.com): Acknowledgement within 24 working hours, with a resolution or update provided based on the complexity of the issue.
oNext Support Ticket (onext.in): Acknowledgement within 24 working hours, with a resolution or update provided based on the complexity of the issue.
ProMed Support Chat: Acknowledgement within 24 working hours, with a resolution or update provided based on the complexity of the issue.
ProEmTech Infosystems operates during the following working hours:
Monday to Friday: 08:30 Hrs IST to 18:30 Hrs IST
Saturday: 08:30 Hrs IST to 13:00 Hrs IST
Sunday: 09:30 Hrs IST to 12:30 Hrs IST
Response times are calculated based on these working hours. Any communication received outside these hours will be acknowledged within 24 hours of the next working day.
If a customer feels that their issue has not been adequately addressed through the usual support channels, they can escalate the issue by sending an email directly to info@proemtech.com, clearly indicating "Escalation" in the subject line.
For quality assurance and dispute resolution purposes, all email correspondence and support tickets are logged and recorded. Customers are advised to retain their ticket numbers or email correspondence for future reference.
All billing disputes must be communicated through the recognized billing email: info@proemtech.com. Phone calls or WhatsApp messages regarding billing will not be recognized for dispute resolution or claim purposes.
By using ProEmTech communication channels, customers agree to comply with this policy. Any communication outside the recognized channels will not be considered valid for claims, technical support, or dispute resolutions.
Note: This policy is subject to updates and revisions at the discretion of ProEmTech Infosystems Private Limited. Any changes will be communicated via email or through our official website.
ProEmTech Infosystems Private Limited
Email: support@proemtech.com (Technical Support)
Email: info@proemtech.com (Management & Billing)