Support Policy & Service Levels

Last updated: 29 Oct 2026

We want your experience with SapneDigital to be smooth. This page explains how to reach us, our target response times, and how to escalate if something is not resolved.

Fastest way: if you are a registered artist, log in and raise a ticket directly from the Support Tickets page - you can track its status there too.

1. How to reach support

• Email: support@sapnedigital.com
• WhatsApp: chat with support
• White-label / reseller: whitelabel@sapnedigital.com

2. Response targets (SLA)

• First response: within 1-2 business days for standard queries.
• Release / delivery issues: reviewed within 2-3 business days.
• Payout / KYC issues: reviewed within 3-5 business days.
• These are targets, not guarantees; complex issues that depend on a store may take longer.

3. What helps us help you faster

• Write from your registered email so we can verify your account.
• Include the release name, artist name, and any order or reference ID.
• Attach screenshots or proof where relevant.

4. Escalation

If your issue is not resolved to your satisfaction, reply to the same thread and ask for it to be escalated, or email support@sapnedigital.com with "ESCALATION" in the subject. Formal complaints can be raised through our Grievance Redressal process, which has defined acknowledgement and resolution timelines.

5. Complaint resolution

Complaints are acknowledged within 24 hours and we aim to resolve them within 15 days, in line with our Grievance Redressal Policy.

Questions? Email support@sapnedigital.com.