Help is already on the way
Existing clients: your fastest route to resolution is below. Every channel lands in the same queue, prioritized by impact — so pick whichever suits the moment.
Reach us your way
Severity-1 Hotline
Production down or active security incident? Call +91 40 4040 4099. Answered by an engineer in under 60 seconds, 24/7/365.
Call nowClient Portal
Raise and track tickets, view live estate dashboards, download reports and manage approvals — the same view our engineers see.
support@smaits.tech creates a ticket automatically with your account context attached. Best for non-urgent requests with attachments.
Email supportIn-Platform Chat
Chat with the service desk from inside the client portal — AI-assisted for instant answers, human-escalated in one click.
What happens after you report
| Severity | Definition | Response | Update cadence |
|---|---|---|---|
| S1 — Critical | Production outage or active security incident | < 15 minutes, 24/7 | Every 30 minutes until resolved |
| S2 — High | Major degradation, workaround exists | < 1 hour, 24/7 | Every 2 hours |
| S3 — Medium | Limited impact, single team or function | < 4 business hours | Daily |
| S4 — Low | Requests, questions, minor issues | < 1 business day | On progress |
After every S1/S2, you receive a written postmortem within five business days: timeline, root cause, and the prevention actions we've committed to — with owners and dates.
Answers without the wait
Knowledge Base
500+ articles covering common requests, how-tos and known-issue workarounds, searchable from the portal.
Status & Maintenance
Live service status and advance notice of maintenance windows, with calendar subscriptions per service.
Client Academy
Free training modules for your team on the platforms we run for you — because informed clients file better tickets and fewer of them.
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