This Support Policy applies to the Ergzo mobile application (iOS and Android), the Ergzo website, and related services operated by Ergzo Solutions Private Limited (“Ergzo”, “we”, “us”).
Support is available to authorized users and customer organisations using Ergzo under a current plan, demo access, or active pilot arrangement. Consumer or self-registered accounts are not currently part of our standard product offering.
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Ergzo is designed for workplace use by adults. It is not a consumer product and is not intended for children.
2How to Reach Us
Email Support (Primary)
support@ergzo.com — for general support, bug reports, and feature requests.
Security & Privacy
privacy@ergzo.com — for data subject requests and responsible disclosure of security vulnerabilities.
What to include in your message
Including these details helps us respond without back-and-forth:
Your organisation name and the email address registered to your Ergzo account
The platform you are on (iOS / Android / both)
App version (visible in Settings → About)
A clear description of the issue and the steps to reproduce it
Screenshots or a screen recording if the issue is visual or involves unexpected behaviour
We aim to acknowledge every inbound request within one business day (Monday–Friday, Indian Standard Time).
3Support Tiers
Tier
Who it covers
Response target
Standard
Starter and Growth plans
2 business days
Priority
Scale and Enterprise plans
1 business day
Critical
All plans — outage or data risk
Same business day
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Response targets are acknowledgement times, not resolution times. Complex issues involving data recovery, platform bugs, or third-party service dependencies may take longer to resolve.
4What We Support
In scope
Account access issues (login, password reset, team provisioning)
App behaviour that differs from documented functionality
Sync and connectivity problems (offline mode, Firestore sync failures)
Plan, quota, and entitlement questions
PDF, Excel, and CSV export issues
Notification and reminder problems
Data recovery requests where technically feasible
Privacy and data subject requests (see Section 8)
Out of scope
Device-level issues (OS version compatibility, manufacturer camera bugs, low storage)
Third-party integrations not built by Ergzo
Custom feature development or workflow consulting beyond the standard product
Interpretation of AI recommendations — these must be reviewed by a qualified ergonomist or safety professional
Medical or clinical advice of any kind — Ergzo is not a medical device
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Ergzo is a professional workplace screening tool, not a medical device. Assessment outputs support ergonomic decision-making and must be reviewed by a qualified safety professional before acting on them.
5Bug Reports
If you believe you have found a bug, please report it to support@ergzo.com with as much detail as possible. Include steps to reproduce the issue, expected vs. actual behaviour, app version, device model, and whether the issue reproduces on multiple devices.
We triage and prioritise bugs by severity:
Severity
Description
Target to investigate
P1 Critical
Data loss, security risk, app crashes on launch, sync permanently broken
Visual glitch, minor wording issue, edge-case behaviour
Backlog
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Bug reports do not guarantee a fix in a specific release. We will keep you informed if a report you raised is accepted and scheduled for a release.
6Feature Requests
We welcome feature suggestions. Email support@ergzo.com with “Feature Request” in the subject line and describe the problem you are trying to solve — not just the solution you have in mind.
Feature requests are reviewed as part of our product planning process. We cannot guarantee timelines or that any specific request will be implemented. We will acknowledge your request and let you know if it aligns with our current roadmap.
7Planned Maintenance & Service Disruptions
Ergzo depends on Firebase (Google Cloud) for authentication, cloud sync, and AI-gateway functions. Unplanned disruptions caused by Firebase or Google Cloud infrastructure are outside our direct control.
If we become aware of a planned maintenance window that affects cloud sync or AI features, we will notify affected organisations via email to the primary account holder where reasonably possible.
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Offline-first design: All assessments, scoring, and report generation work without an internet connection. Only cloud sync and the optional AI recommendations feature require connectivity.
8Privacy & Data Subject Requests
To exercise rights under the Digital Personal Data Protection Act 2023 (India) or any other applicable privacy law — including requests to access, correct, or delete personal data — contact privacy@ergzo.com.
For requests relating to worker-linked assessment records held within a customer organisation’s workspace, we may direct the request to the relevant customer organisation, as they control the underlying assessment programme.
We may ask you to verify your identity or organisational role before processing a request. See our Privacy Policy for the full picture.
9Security Concerns
If you discover a potential security vulnerability in the Ergzo app or infrastructure, please report it responsibly to support@ergzo.com with “Security” in the subject line.
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Do not publicly disclose the issue before we have had a reasonable opportunity to investigate and respond. We will acknowledge security reports within one business day and aim to provide an initial assessment within three business days.
10Account & Data Termination
To request closure of your organisation’s account or deletion of your data, email support@ergzo.com. Please note:
Certain assessment and session records may be retained even after account closure to preserve workplace safety history, audit integrity, and intervention tracking records, consistent with our Privacy Policy and Terms of Service.
Data deletion requests are subject to applicable legal retention requirements.
We will confirm receipt of your request and outline what data can and cannot be deleted and why.
11Language
Support is currently provided in English and Hindi. We will do our best to assist in other Indian languages where our team is able.
12Updates to This Policy
We may update this Support Policy from time to time. The current version will always be available at ergzo.com/support and within the app under Settings → Legal. Material changes will be communicated to current plan holders by email.
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Questions? Contact us at support@ergzo.com. We’ll get back to you within one business day.