This Service Level Agreement explains the service times CADD Training Centre aims to meet for students, franchise centres and website users. The times are targets given in good faith; they are not guarantees, and missing a target does not by itself give any right to a refund or compensation.
1. Working hours
Monday to Friday, 10:00 AM to 6:00 PM, except public holidays and holidays announced by the Company. "Working day" means a day within these hours. The online certificate verification works 24 hours, 7 days.
2. Support channels
Phone: +91 72339 65354 · E-mail: info@caddtc.com · the help / ticket option in your login · the centre's front desk. Always quote your registration number, receipt number or certificate number.
3. Target times
| Service | Target |
|---|---|
| Reply to a website enquiry | 1 working day |
| Student login after admission is confirmed | 1 working day |
| Acknowledgement of a support ticket or complaint | 2 working days |
| Resolution of a support ticket | 7 working days |
| Receipt or detail correction (after documents are received) | 3 working days |
| Exam result | 3 working days after the exam |
| Certificate in the student login (after all conditions are met) | 7 working days |
| Dispatch of a printed certificate or book | 7–10 working days after payment |
| Refund (where allowed by the Refund Policy) | 14 working days after approval |
| Franchise centre query | 2 working days |
4. Platform availability
We aim to keep the website, logins and online classes available 99% of the time in a month, excluding planned maintenance (announced where possible), internet or power failures, failures of third-party services (payment gateways, video, SMS, e-mail, hosting) and force majeure.
5. Responsibilities of the user
Targets depend on you giving correct details and documents on time, clearing dues, and, for online classes, having a working computer, internet connection and licensed software. Time taken waiting for these is not counted.
6. Escalation
If a matter is not resolved within the target time, write to info@caddtc.com with the subject "Escalation" and your ticket number. The management will respond within 5 working days.
7. Changes
We may change these targets by publishing a new version on www.caddtc.com.
