Contact Policy
Last updated: April 2026
This Contact Policy describes how to reach Penterra Analytics Private Limited, what to expect in terms of response times, and how we communicate with our students and clients. We are committed to being reachable, responsive, and clear about how support works at each stage of your journey with us.
1. How to Reach Us
| Channel | Use For | Response Time |
|---|---|---|
| Billing, refunds, legal, formal enquiries | Within 2 business days | |
| Course enrolment, early access, quick questions | Within 24 hours (business days) | |
| Contact Form | General enquiries, software project interest | Within 2 business days |
| AI Assistant | Course questions, terminal errors, build help | Available 24/7 within the course platform |
- Email: agentic@penterra.in
- Contact form: penterra.in/contact
2. Business Hours
Our support team operates Monday to Friday, 10:00 AM to 6:00 PM IST (Indian Standard Time). We are closed on Indian national public holidays.
Messages received outside business hours will be addressed on the next business day. For urgent matters (technical access failure, payment issues), include "URGENT" in the subject line of your email.
3. Penterra Forge: Student Support
3.1 AI Q&A Chatbot
All Penterra Forge students have access to an AI assistant within the platform. The chatbot is topic-aware. It knows which module you are on and answers questions specific to that build. It covers:
- Module-specific guidance and clarifications.
- Common terminal errors on Windows and Mac.
- Claude Code setup and usage questions.
- General questions about the course content.
The AI assistant is available 24 hours a day, 7 days a week. It is not a human and cannot process refunds, account changes, or billing queries.
3.2 Human Support
For questions the AI assistant cannot resolve — account access issues, billing, or complex technical problems — students may contact us directly via WhatsApp or email at agentic@penterra.in. We respond within 24 hours on business days.
4. Penterra Lab: Project Communication
For custom software projects, Penterra will establish a dedicated communication channel (WhatsApp group or email thread) at project kickoff. Project updates will be provided at the frequency agreed in the project scope document, with a minimum of one update per week during active development.
All scope changes, approvals, and sign-offs must be confirmed in writing via email or WhatsApp message to create a clear record.
5. Escalations and Complaints
If you are not satisfied with the response you have received, you may escalate your concern to our Grievance Officer:
- Name: David Paul
- Email: agentic@penterra.in
- Subject line: Escalation: [Your Name]
Escalations will be acknowledged within 48 hours and addressed within 10 business days. We take all complaints seriously and are committed to fair, transparent resolution.
6. Communication from Penterra
By purchasing from Penterra, you consent to receiving the following communications from us:
- Transactional emails: order confirmation, login credentials, payment receipts.
- Course-related updates: new modules, platform maintenance notices, Q&A schedule changes.
- Occasional product announcements related to Penterra Forge and Penterra Lab.
We do not send unsolicited marketing messages. You may opt out of non-transactional communications at any time by emailing agentic@penterra.in with the subject line "Unsubscribe".