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Help & Support

Talk to the team that built it

No ticket queue between you and an engineer. Tell us what broke and we will tell you who is on it and when to expect a fix, whether you are live on production or still deciding what to build.

Support Hours

Monday – Friday
9:30 AM – 6:30 PM IST (UTC+5:30)
Critical incidents
24/7 for clients on an active retainer

Teams in India and the US: we overlap with most working hours across IST, GMT, and PST.

Ways to Reach Us

Email Supportsupport@panicle.techBest for detailed reports: attach logs, screenshots, and request IDs.
Phone+91 999 101 9911The fastest route for a production-down issue during business hours.
WhatsAppSay hi on WhatsAppQuick questions and status checks while a fix is in progress.
Contact FormSend us the detailsNot sure who to ask? We will route your message to the right engineer.

Priority & Response Times

Every request is triaged into one of four levels. The times below are our target for a first human response, not for a resolution. We will tell you what we know and what happens next.

P1 · Critical

Production is down or unusable for all users, data is at risk, or there is an active security incident.

4 business hours
P2 · High

A major feature is broken or badly degraded for many users, but a workaround exists.

1 business day
P3 · Normal

A minor bug, a cosmetic defect, or a question about how existing functionality works.

2 business days
P4 · Low

Enhancement requests, documentation updates, and general technical advice.

5 business days

What Support Covers

Included

  • Defects in delivered work, free of charge, for 30 days after each milestone is delivered.
  • Questions about how the systems we built for you work.
  • Production incidents on infrastructure we maintain under an active retainer.
  • Security patches and dependency updates on maintained projects.
  • Handover help: access, credentials, documentation, and deployment walkthroughs.

Quoted separately

  • New features, scope changes, and redesigns: these are quoted as a change request.
  • Outages at third-party providers such as AWS, Stripe, or payment gateways.
  • Defects introduced by another team editing the codebase after handover.
  • Infrastructure and licence costs, which providers bill to you directly.
  • Projects Panicle Tech did not build, until a code and infrastructure audit is complete.

Before You Write In

Six details that turn a two-day back-and-forth into a same-day fix. Send what you have. Do not wait until the list is complete.

01

What you expected to happen, and what happened instead.

02

The exact URL, screen, or API endpoint where it happened.

03

A timestamp with timezone, plus request IDs or log output if you have them.

04

Steps to reproduce: the shorter the list, the faster the fix.

05

Environment: production or staging, and the browser or device where relevant.

06

Roughly how many users are affected, so we can set the right priority.

Common Questions

01How do I report an urgent production issue?
Call +91 999 101 9911 and follow up by email to business@panicle.tech with the details. The call reaches an engineer fastest; the email gives us the context to start work. Put P1 in the subject line so it is routed immediately.
02Is support included after my project is delivered?
Yes. Every milestone carries a 30-day bug-fix warranty, during which defects in the delivered work are corrected at no additional cost. Beyond that window, ongoing support runs through a monthly maintenance retainer.
03What does a maintenance retainer cover?
A fixed block of engineering hours each month covering bug fixes, security and dependency updates, monitoring, incident response, and small improvements. The exact scope and hours are set out in your agreement.
04Do you support projects you did not build?
Often, yes, but we start with a paid code and infrastructure audit so we understand what we are taking on. Once the audit is done we can quote a realistic support arrangement.
05Can you sign an NDA before we share details?
Yes. We are happy to execute a Non-Disclosure Agreement before any technical discussion. Email business@panicle.tech and we will turn it around quickly.
06Do these response times apply to my contract?
The targets on this page are our standard commitments. Where your Statement of Work or service agreement specifies different response times or support hours, that agreement takes precedence.
07How do I request a new feature instead of a fix?
Send it through the same channels and label it a change request. We will scope it, quote it, and place it on the roadmap rather than treating it as a support ticket.

Still stuck?

Send us what you have. Even a screenshot and a rough description is enough to start. We will come back with the next step, not a ticket number.

Contact usbusiness@panicle.tech

Support is provided under our Terms & Conditions and Privacy Policy. Where a signed Statement of Work or service agreement sets different terms, that agreement takes precedence.