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Support & Customer Success — Terms & Conditions

1. Scope & Applicability 

These Terms & Conditions govern all interactions between FreJun and its customers managed through the Support and Customer Success department. They apply to all support requests, account management, escalation handling, onboarding, and service-related communications via FreJun's official channels.

Applicable regions: India, UAE, and International. Must be read alongside FreJun's master Terms & Conditions:

FreJun Terms & Conditions – India, UAE & International

 2. Support Services

2.1 Support Channels

FreJun provides support through the following official channels:

  • Email: support@frejun.com
  • In-app chat via the FreJun platform
  • Phone 

 2.2 Support Availability 

Human live support is available from 9:00 AM to 1:00 AM IST, Monday through Sunday. 

Requests received outside of these hours may be addressed during the next available support window.

 2.3 Scope of Support

FreJun's Support team assists with:

  • Technical issues: platform, browser calling, network calling, and CRM integrations
  • Virtual number configuration and troubleshooting
  • Billing and subscription queries
  • Onboarding and user setup
  • Escalation management with third-party providers (e.g., telecom carriers)

Out of scope: Issues originating outside FreJun's infrastructure — including customer-side network failures, third-party CRM bugs, or telecom carrier-side degradation.

 3. Customer Success Obligations

3.1 Onboarding

FreJun's CS team provides onboarding assistance including setup guidance, integration support, and initial training. Customers must complete KYC verification and account setup within the timeline communicated at sign-up.

3.2 Escalation Handling

For critical issues, the CS team will coordinate with relevant technical/infrastructure teams and communicate updates within agreed SLA timelines. Customers must provide accurate and timely information (call IDs, timestamps, screenshots) to enable faster resolution.

4. Customer Responsibilities

Customers engaging with FreJun's Support and CS team agree to:

  • Report issues promptly with sufficient detail (call ID, time of occurrence, problem description)
  • Designate a primary point of contact for ongoing communication
  • Ensure internal network, devices, and CRM configurations meet FreJun's recommended requirements
  • Not share account credentials or access links with unauthorized individuals
  • Respond to FreJun's information requests within a reasonable timeframe to avoid resolution delays

 5. Service Level Agreement (SLA)                    

Severity

Description

First Response

Target Resolution

Critical

Platform down / no calls working

within 10 minutes

4 hours

High

Major feature broken, multiple users impacted

within 10 minutes

8 hours

Medium

Single user issue, partial degradation

within 10 minutes

24 hours

Low

General queries, how-to questions/others

within 10 minutes

2-3 business days

 6. Limitations of Liability

FreJun's liability is limited to issues originating within FreJun's platform and infrastructure. FreJun is not liable for:

  • Call quality degradation caused by customer-side network issues or device limitations
  • Downtime or failures caused by third-party telecom carriers or CRM platforms
  • Data loss arising from improper use of the platform by the customer
  • Issues arising from configurations not recommended or supported by FreJun
  • Email: support@frejun.com
  • Support Portal: knowledge.frejun.com
  • Terms Reference: FreJun T&C – India, UAE & International
9. Amendments & Updates

FreJun reserves the right to update these Terms & Conditions at any time. Customers will be notified of material changes via email or in-app notification. Continued use of FreJun's support services following notification constitutes acceptance of the updated terms.

10. Contact Us

For support queries, reach out to: