YGROO SUPPORT
Key Support Terms
Hours of Operation
The YGROO Service Desk operates between 10:30 AM - 10:30 PM (Singapore Time) or 02:30 – 14:30 UTC/GMT on Monday - Friday.
Communication Channels
We offer email as our standard support channel for general inquiries and assistance. For urgent matters requiring a quicker response, we use WhatsApp.
Service Level / Turnaround Time
For requests received during working hours, we will respond to you in 8 hours. For requests received during holidays or weekends, we will respond to you in 16 hours.
Satisfaction & Feedback
For every interaction, you have the opportunity to rate your satisfaction and provide feedback for us to improve our Service Desk, which we centrally monitor.
Escalations / Grievances
If you are unsatisfied with our support or have grievances, please contact our chief Nodal Grievance Officer at ngo@ygroo.org.