Helixson Managed WiFi
Support Center
Helixson Managed WiFi — Support Center
From here you can send a support request, start a live chat, or view our knowledge base and SLA. Support channels: Email, Phone, Live Chat, Ticket System, Onsite Support.
Live Chat
Instant help via live chat (agent or bot). Click below to open chat.
Quick Links
Submit a Support Ticket
Ticket bhejne par aapko ek ticket number milega. Hum 24x7 monitoring use karte hain; SLA response times niche diye gaye hain.
Knowledge Base / FAQs
Q: WiFi speed low hai — kya karun?
A: Pehle router reboot karein, client device ko forget & reconnect karein. Agar issue continue kare, ticket bhejein with speedtest result and AP name.
Q: New site onboarding process kya hai?
A: Site survey → Design → PO & Schedule → Installation → Testing → 7-day Handover with docs.
Q: Emergency / Security incident?
A: Priority: Critical. Call our emergency line +91-7011 7711 34 and raise ticket — we will respond within 1 hour (see SLA).
Service Level Agreement (SLA)
| Issue Type | Response Time | Target Resolution |
|---|---|---|
| Critical (Outage / Security) | Within 1 hour | 4–8 hours (varies by site) |
| High (Service degraded) | Within 4 hours | 1 business day |
| Medium | Within 1 business day | 2–3 business days |
| Low (Info / config request) | Within 2 business days | 5–7 business days |
Escalation Matrix
- 1st level: Support Engineer — support@helixson.app
- 2nd level: Technical Lead — lead@helixson.app
- 3rd level: NOC Manager — noc@helixson.app
- 4th level: Director Operations — ops@helixson.app
Remote Support & Onsite Visits
Remote assistance via TeamViewer / AnyDesk (when authorized) or via secure CLI sessions. Onsite visits are available as per SLA and geographic coverage — onsite charges may apply outside covered zones.
How to prepare when raising a ticket
- Site name & exact location
- Device names / MAC / IP addresses
- Time when issue started
- Recent changes (config, firmware, new devices)
- Attach logs / screenshots / speedtest