THALIKHALIEscalation matrix
Last updated: 21 October 2026
Start at level 1. If your problem is not solved within the time shown, move to the next level. Times are counted from when we receive your message.
1. Escalation levels
| Level | Who | We respond | We resolve | When to use | How to reach |
|---|---|---|---|---|---|
| L1 | Support team | Within 1 hour | Within 1 working day | First contact: questions, problems, changes | Call or WhatsApp WhatsApp +91 90825 36997 · +91 90825 36997 |
| L2 | Support lead | Within 4 hours | Within 2 working days | Not solved at L1 in time | Ask support to escalate, or start your message with "Escalation" |
| L3 | Grievance Officer | Within 24 hours | Within 15 days | Not solved at L2, or a complaint about personal data | Write to the Grievance Officer, Eleven Labs (India), 13th Floor, WeWork 247 Park, Vikhroli West, Mumbai 400079, Maharashtra, India |
2. Priority
- Urgent: a counter cannot take bills or print. We respond within 30 minutes, any day of the week. (Your counter keeps billing offline even when our servers or your internet are down.)
- High: online orders, payments or WhatsApp bills are not working.
- Normal: questions, menu changes, reports and requests.
3. Support hours
9 am to 10 pm, every day. Urgent counter problems are answered outside these hours too.
4. Help us help you faster
- Your business name and registered mobile number.
- The outlet and counter where it happened, and when.
- A bill number or screenshot if you have one.
- Never share your one-time sign-in code or staff PINs with anyone, including us.
5. Personal data
For a request or complaint about your personal data (to see, correct or erase it, or to withdraw consent), write to the Grievance Officer. We answer within 90 days, sooner where we can. If you are not satisfied, you can complain to the Data Protection Board of India. Customers of a restaurant should first contact that restaurant; its privacy notice is linked from its e-bills.