Support Policy

Version 2.0 | Effective Date: 11th May 2026 | Last Revised: 11th May 2026

PlayuNxt Tech Private Limited is committed to providing responsive, professional and high-quality support to all users of the PlayuNxt Platform. This Support Policy sets out the terms on which support services are provided, including response and resolution timeframes, escalation procedures, scope of support, and the rights and obligations of both parties. This Policy forms part of PlayuNxt's Terms and Conditions and Privacy Policy and should be read in conjunction with those documents.

1. Scope of This Policy

This Policy applies to all registered Users of the PlayuNxt Platform, including players, coaches, academy and club administrators, parents, and guardians. It governs support provided in relation to:

  • Technical issues with the Platform (website, mobile application, analytics dashboard).
  • Account management and registration queries.
  • Billing, payment, and subscription inquiries.
  • Data and privacy-related requests (in conjunction with the Privacy Policy).
  • Complaints regarding Coaches, Service Providers or other Users.
  • General product and service inquiries.

2. Support Channels and Hours

PlayuNxt provides support through the following channels:

  • Email: info@playunxt.com – For all non-urgent queries, complaints and data requests. Email responses are sent within the SLA timeframes set out in Clause 4.
  • Phone: +91 9884592472 – Available Monday to Friday, 9:00 AM to 6:00 PM (IST), excluding public holidays. Phone support is available for P1 and P2 priority issues.
  • In-App Support: Available through the ‘Help’ or ‘Support’ section of the mobile application and website for ticketing and FAQ access.

PlayuNxt does not guarantee 24/7 live support availability. Support requests received outside business hours will be triaged and acknowledged on the next business day, except for P1 Critical issues, for which PlayuNxt shall use best efforts to acknowledge within 2 hours of receipt.

Business Hours are defined as Monday to Friday, 9:00 AM to 6:00 PM (IST), excluding national and Tamil Nadu public holidays.

3. Issue Priority Classification

PlayuNxt classifies support requests into the following priority levels. Users are requested to self-assess and indicate the priority of their issue when submitting a request; however, PlayuNxt reserves the right to reclassify any issue at its discretion.

  • P1 – Critical: The Platform is completely inaccessible or there is a suspected data breach, security incident, or payment system failure affecting multiple users.
  • P2 – High: A core feature of the Platform is unavailable or severely degraded; data discrepancies are impacting operational decisions; a significant number of users are affected.
  • P3 – Medium: A non-critical feature is impaired but a workaround is available; minor data display issues; isolated user impact.
  • P4 – Low: General queries, how-to questions, feature requests, cosmetic issues, and non-urgent account queries.

4. Response and Resolution Timeframes (Service Level Agreement)

The following SLA timeframes apply to all support requests submitted through authorised channels:

Priority Level Severity Acknowledgement Target Resolution
P1 – Critical Platform completely inaccessible; data breach suspected; payment failure affecting all users. Within 2 hours Best efforts within 24 hours; interim workaround provided within 4 hours.
P2 – High Core feature unavailable; significant performance degradation; data discrepancy impacting operations. Within 4 hours (business hours) Best efforts within 3 business days.
P3 – Medium Non-critical feature impaired; workaround available; minor data display issues. Within 1 business day Best efforts within 7 business days.
P4 – Low General queries, feature requests, cosmetic issues, how-to questions. Within 2 business days Best efforts within 15 business days.

All resolution timeframes are targets and not guarantees. "Business days" excludes weekends and public holidays. Response time refers to the time taken to acknowledge the request and assign it to a support representative. Resolution refers to the time taken to provide a permanent fix or a functional workaround.

5. Escalation Procedure

If you are not satisfied with the response to your support request, or if your issue has not been resolved within the applicable SLA, you may escalate it through the following process:

  1. Tier 1 – Support Agent: All initial requests are handled by a support agent. If unresolved, escalate to Tier 2.
  2. Tier 2 – Senior Support / Technical Team: Email info@playunxt.com with the subject line “Escalation: [Your Ticket Number]” and a summary of the unresolved issue.
  3. Tier 3 – Grievance Officer: If the issue remains unresolved after Tier 2, you may submit a formal complaint to the Grievance Officer as set out in Clause 9 below.
  4. Regulatory / Consumer Forum: If the Grievance Officer does not resolve your complaint within thirty (30) days, you may approach the Data Protection Board of India (for data-related issues) or a consumer forum under the Consumer Protection Act, 2019.

6. Submitting a Support Request

To enable PlayuNxt to respond effectively and within SLA, please include the following information in your support request:

  • Your full name and registered email address or mobile number.
  • A clear description of the issue, including steps to reproduce (for technical issues).
  • The date and time the issue was first observed.
  • Screenshots, screen recordings, or error messages (where available).
  • The device type, operating system and app version (for mobile issues).
  • Your assessed priority level (P1, P2, P3, or P4).

PlayuNxt shall issue a unique ticket reference number for each support request. Please use this reference number in all subsequent communications regarding the same issue.

7. Limitations and Exclusions from Support

PlayuNxt’s support obligations do not extend to the following:

  • Issues arising from your use of the Platform in a manner not authorised by the Terms and Conditions.
  • Issues caused by unauthorised modifications to the Platform or to your device or software by you or any third party.
  • Issues arising from third-party integrations, APIs, or services not provided or endorsed by PlayuNxt.
  • Issues caused by your failure to maintain minimum device and software requirements as specified by PlayuNxt.
  • Issues caused by your internet service provider, network connectivity, or hardware.
  • Requests for support in connection with services that have been cancelled, suspended, or terminated.
  • General sports coaching advice, sports science consultation, or medical and nutritional guidance – the Platform is a technology tool and PlayuNxt support staff are not qualified sports professionals.
  • Background or reference checks on Coaches or Service Providers.

PlayuNxt makes no representations regarding the accuracy of sports analytics data or coaching recommendations generated by the Platform. Any reliance on such data is at the User’s own risk.

8. Data and Privacy Requests

Requests relating to your personal data, including requests to access, correct, delete or export your data, should be submitted in writing to info@playunxt.com, clearly marked “Data Rights Request”. Such requests will be handled in accordance with PlayuNxt’s Privacy Policy which is incorporated into and forms part of this Customer Support Policy and applicable data protection law (including the DPDPA, 2023 and SPDI Rules, 2011).

PlayuNxt shall acknowledge data rights requests within forty-eight (48) hours and endeavour to resolve them within thirty (30) days, or such shorter period as required by Applicable Law.

9. Grievance Officer

In compliance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, PlayuNxt has appointed a Grievance Officer. All formal complaints that have not been resolved through the support escalation process may be submitted to:

Name: Aiswarya Shiraj
Designation: Grievance Officer, PlayuNxt Tech Private Limited
Address: #28, Old Post Office Street, Venkatapuram, Ambattur, Chennai – 600053, Tamil Nadu, India
Email: info@playunxt.com
Working Hours: Monday to Friday, 9:00 AM to 6:00 PM (IST), excluding public holidays.

PlayuNxt shall acknowledge formal grievances within twenty-four (24) hours and shall endeavour to resolve them within fifteen (15) days of receipt, in accordance with the IT Rules 2021. Where a grievance cannot be resolved within this period, PlayuNxt shall provide the User with a written update on the status and expected timeline.

10. User Obligations

To enable PlayuNxt to provide effective support, you agree to:

  • Provide accurate, complete and truthful information when submitting a support request.
  • Co-operate with PlayuNxt's support team and provide any additional information or access reasonably required to diagnose and resolve your issue.
  • Refrain from submitting fraudulent, frivolous or vexatious support requests.
  • Not attempt to misuse the support process to obtain services, refunds or benefits to which you are not entitled.
  • Maintain the confidentiality of any information, advice or resolutions provided to you by PlayuNxt's support team.

PlayuNxt reserves the right to suspend or terminate support services to any User who abuses the support process, submits false information, or behaves in an abusive or threatening manner towards support staff.

11. Feedback on Support Services

PlayuNxt values all feedback on the quality of its support services. Following resolution of your support request, you may receive a short satisfaction survey. Your responses will be used solely to improve our support processes and services.

To submit feedback at any time, please email info@playunxt.com with the subject line “Support Feedback – [Ticket Number]”.

12. Limitation of Liability

PlayuNxt's support services are provided on a best-efforts basis. PlayuNxt does not guarantee that all issues will be resolved within the stated SLA timeframes. Failure to meet an SLA target shall not, by itself, constitute a breach of the Terms and Conditions or give rise to any claim for damages.

PlayuNxt's liability in connection with its support services is subject to the limitations set out in Clause 20 of the Terms and Conditions. PlayuNxt shall not be liable for any loss or damage (including loss of data, business interruption, or consequential loss) arising from a delay in resolving any support request.

Nothing in this Clause limits PlayuNxt's liability for fraud, wilful misconduct, or any liability that cannot be excluded under the Consumer Protection Act, 2019 or other Applicable Law.

13. Governing Law, Dispute Resolution and Jurisdiction

In the event of any dispute, difference or claim arising out of or in connection with this Policy, or the breach, termination or invalidity thereof, the parties shall first attempt to resolve the matter amicably by mutual discussion within thirty (30) days of written notice of the dispute. If the dispute is not resolved amicably within the said period, it shall be referred to and finally settled by arbitration conducted by a sole arbitrator mutually agreed upon by the parties, or failing agreement, appointed in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Chennai, Tamil Nadu. The language of arbitration shall be English. The arbitral award shall be final and binding on the parties.

The courts at Chennai alone shall have exclusive jurisdiction over any judicial proceedings in relation to this Policy, to the extent permitted by law.

14. Modifications to This Policy

PlayuNxt reserves the right to amend or update this Support Policy at any time. Material changes will be communicated to Users via the Platform or by direct notification. Your continued use of the Platform following any amendment constitutes your acceptance of the revised Support Policy.

Confidential – PlayuNxt Tech Private Limited | Version 2.0 | Effective Date: 11th May 2026