Escalation Matrix
Last updated: 26 October 2026. Use these contacts for support, billing, privacy, security and unresolved service concerns.
| Level | Purpose | Contact | Target response |
|---|---|---|---|
| Level 1 | General support, onboarding questions, login help, basic printer or billing guidance | support@buzbill.com | Within 1 business day |
| Level 2 | Subscription, setup, migration, invoice, printer configuration, report mismatch or unresolved support issue | support@buzbill.com | Within 2 business days |
| Level 3 | Critical outage, data access concern, privacy request, suspected vulnerability or unresolved complaint | support@buzbill.com | Within 3 business days |
| Sales | Demo requests, plan details, launch offers and billing-software enquiries | sales@buzbill.com | Within 1 business day |
Before raising an escalation
Please include your business name, registered phone number, outlet name, invoice or subscription ID, affected user, screenshots or bill numbers where relevant, and a short description of the issue. This helps BuzBill investigate faster.
How to escalate an existing request
Reply in the original support email thread and include your earlier ticket or email reference. Use the subject prefix Level 2 escalation for an unresolved service/billing issue or Level 3 escalation for a further review. The support mailbox routes these requests; sending a new message without the previous reference can delay that review.
For an outage, suspected security incident or loss of account access, mark the subject Urgent: security/outage, include the affected outlet and time in IST, and also call +91 9900124505. Do not email passwords, payment-card details or verification codes.
Response targets are acknowledgements, not guaranteed resolution times. If a response target passes, reply with the relevant escalation prefix and the original reference.