Contact Policy

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

• 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 Live Daily Q&A Session (Builder and Pro Tiers)

Builder and Pro tier students have access to a live Q&A session hosted by a human expert every weekday:

• Time: 7:30 PM – 8:30 PM IST, Monday to Friday
• Format: Google Meet / Zoom (link shared on enrolment)
• Recording: Sessions are recorded and available within 24 hours for students who cannot attend live

Builder tier access to live sessions runs for 60 days from enrolment. Pro tier access is for the full duration of your 1-year community membership. Sessions may be rescheduled on public holidays with 24 hours' notice.

3.3 Private 1-on-1 Session (Pro Tier)

Pro tier students are entitled to one private 60-minute session with a Penterra expert. This session can be used for:

• Deep-dive on a specific module or build.
• Troubleshooting a technical issue that was not resolved in group Q&A.
• Strategic guidance on applying the builds to your own work or business.

Book your 1-on-1 session by WhatsApp or email. Sessions must be used within 12 months of enrolment and cannot be transferred to another person.

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".