Customer support channels
The primary customer support channel is the in-app help section, accessible from the app’s main menu. The in-app help is the right place to get help with account, deposit, withdrawal, or contest issues. The in-app help is staffed 24/7, with the typical response time under 30 minutes. The in-app help supports text queries, screenshot attachments, and screen recordings, allowing you to provide detailed visual context for your issue.
The email support channel is [email protected]. The email is the right place to send detailed queries with attachments, including screenshots of issues, transaction receipts, or detailed bug reports. Email responses typically arrive within 4-6 business hours. The email support handles more complex queries that don’t fit the in-app help format, including tax-related questions, account verification issues, and account recovery requests.
The phone support channel is available during business hours (9am-9pm IST, Mon-Sat). The phone is the right place to escalate urgent issues, including account lockouts, payment failures, or security concerns. Phone support typically connects within 2-3 minutes during business hours. The phone support is available in English, Hindi, and 6 regional languages (Tamil, Telugu, Kannada, Malayalam, Marathi, Bengali), making it accessible to players across India.
The customer support stack is layered: in-app help for quick questions, email for complex queries, phone for emergencies. The layering ensures every player gets the right level of support for their issue, with the layering being the input that drives the platform’s customer satisfaction score of 4.7/5 across 100,000+ ratings.
Editorial corrections and feedback
For editorial corrections, the right channel is the contact form on the website. The contact form has a dedicated “Editorial Correction” category that routes the correction to the editorial team. The editorial team reviews corrections within 24 hours, with verified corrections published within 48 hours with a correction note at the top of the article.
For general feedback, the right channel is the contact form or the social media accounts. The feedback is reviewed weekly, with the most popular feedback incorporated into the next platform update. The most-requested feature in Q2 2026 was the Rs 1 contest tier, which was implemented in May 2026 based on user feedback.
For feature requests, the right channel is the contact form with the subject line “Feature Request”. The requests are reviewed monthly, with the most-requested features prioritised for the next major release. The feature request voting system allows users to upvote existing requests, with the most-upvoted requests getting priority consideration for the product roadmap.
Partnership and business enquiries
For partnership enquiries, the right channel is [email protected]. The email is reviewed by the business development team, with responses typically arriving within 48-72 business hours. The partnership categories include: marketing partnerships, payment partnerships, IPL team partnerships, and B2B integrations.
For press and media enquiries, the right channel is [email protected]. The press team responds to media requests within 24 hours, with the team able to provide press kits, brand assets, and executive interviews. The press kit includes high-resolution logos, product screenshots, executive bios, and fact sheets.
For legal and compliance enquiries, the right channel is [email protected]. The legal team handles all legal matters, with the team able to provide legal opinions, compliance certifications, and licensing documentation. The legal team is staffed 24/7 for emergency legal issues, including data breach notifications and regulatory inquiries.
For investor relations, the right channel is [email protected]. The IR team handles investor queries, partnership opportunities, and media requests from financial journalists. The IR team provides quarterly updates on platform growth, user metrics, and market position.
Customer support response time
The customer support response time is the input that drives the platform’s customer satisfaction, and the satisfaction is the input that drives the long-term player retention. The BRAND team targets the following response times for each channel: in-app help under 30 minutes, email support within 4-6 business hours, phone support within 2-3 minutes during business hours, social media within 2 hours.
The 30-minute in-app help SLA applies to all queries, with priority queries (account lockouts, payment failures, security concerns) escalated to under 10 minutes. The priority escalation is automatic, with the system detecting priority queries based on keywords and routing them to the priority support queue.
The email support 4-6 business hour SLA applies to standard queries, with complex queries (tax questions, legal questions, account verification) potentially taking 24-48 hours. The complex query handling requires research and consultation with subject matter experts, with the SLA reflecting the time required for accurate handling.
The phone support 2-3 minute SLA applies to all queries during business hours, with off-hours calls going to voicemail and returned within the next business day. The 24/7 in-app help and email support ensures that players can get help at any time, even outside business hours. The 24/7 coverage is the input that drives the platform’s global accessibility.
The customer support volume scales with the platform’s user base. The BRAND team currently handles 50,000+ support queries per month, with the volume expected to grow to 100,000+ per month during IPL 2026. The team has been scaled accordingly, with 50+ support staff across 3 shifts covering 24/7 operations.
The customer support quality is measured by CSAT (Customer Satisfaction Score) and FRT (First Response Time). The current CSAT is 4.7/5, and the current FRT is 12 minutes for in-app help. The targets are 4.8/5 CSAT and 10 minutes FRT by end of IPL 2026. The continuous improvement is the input that drives the customer support quality.
International support
The BRAND platform is currently available only in India, but we have plans for international expansion in 2026-2027. The international expansion roadmap includes: Q3 2026 (Bangladesh, Sri Lanka, Nepal), Q4 2026 (UAE, Saudi Arabia), Q1 2027 (South Africa, Australia), Q2 2027 (UK, Europe). Each expansion requires local regulatory approval, payment integration, and customer support localization.
International support channels will mirror the Indian channels: in-app help in local languages, email support in local time zones, phone support with local toll-free numbers. The in-app help will support 12 languages by end of 2026: English, Hindi, Tamil, Telugu, Kannada, Malayalam, Marathi, Bengali, Gujarati, Urdu, Sinhala, Bengali.
International payment methods will be added during each expansion. Q3 2026 adds bKash (Bangladesh), eZ Cash (Sri Lanka), eSewa (Nepal). Q4 2026 adds BenefitPay (Bahrain), STC Pay (Saudi Arabia), mPay (Kuwait). Q1 2027 adds Ozow (South Africa), POLi (Australia), PayID (Australia). Each payment method is integrated with the platform’s existing deposit and withdrawal flow.
International compliance is the most complex part of international support. Each country has its own fantasy sports regulations, with some countries banning paid fantasy contests entirely. The BRAND legal team works with local counsel to ensure compliance in each expansion country, with the compliance being the input that drives the international support quality.
International customer support is staffed by native speakers of each expansion language. The team structure: Q3 2026 adds 10 Bengali, Sinhala, and Nepali speakers. Q4 2026 adds 8 Arabic speakers. Q1 2027 adds 6 Afrikaans and English speakers. Q2 2027 adds 6 European language speakers (French, German, Spanish). Each international support team follows the same quality standards as the Indian team, with the consistency being the input that drives the global service quality.
International pricing will be localised for each market, with the platform’s Rs 1 entry tier adapting to local currency equivalents ($0.015 in Bangladesh, LKR 4 in Sri Lanka, NPR 1.6 in Nepal). The localised pricing maintains the “lowest entry fee” positioning that drives the volume + selection strategy across markets.
Response times and what to expect
The standard response times are: in-app help (under 30 minutes), email support (4-6 hours business), phone support (immediate during business hours), contact form (24-48 hours). The response times are measured from the time the query is submitted, with the response time being the input that drives the customer support SLA.
A response that takes longer than the published window is a sign that the message was lost or filtered. If you don’t receive a response within the window, follow up via a different channel (e.g., if the in-app help response is delayed, follow up via email). The follow-up ensures the query is received by the support team, with the redundancy being the input that drives the message reliability.
The support team uses a ticketing system that tracks every message from submission to resolution. The ticket system shows the status of your query (open, in progress, resolved, closed) and the assigned support agent. The ticket system is the input that drives the customer support transparency, with the transparency being what separates professional support from informal email responses.