Contact & Support · Merdot Mail

How to reach support

The fastest way to reach us is by email:

• Support and general contact: contact@merdotmail.com

We are a small, focused team based in Ahmedabad, Gujarat. Email is our primary support channel because it gives us a written record, lets us verify that a request is genuinely coming from your account's authorised contact, and keeps your account details out of public channels.

Support hours: Monday to Saturday, 10:00 to 19:00 IST (India Standard Time), excluding public holidays in Gujarat, India. Messages received outside these hours are queued and picked up on the next working day.

For account security, we can only discuss mailbox settings, billing, or data with the registered administrator or an authorised contact on your account. Please write from an email address associated with your Merdot Mail account, or tell us which account and domain you are writing about so we can verify you.

What to include in your message

You will usually get a faster, more accurate answer if your first email includes:

• Your account or organisation name, and your primary domain (for example, yourcompany.com).
• The mailbox address the issue relates to (for example, name@yourcompany.com).
• A clear description of what you expected to happen and what actually happened.
• When it started, and whether it affects one mailbox or everyone on the domain.
• The device, email app (for example, Outlook, Apple Mail, the webmail interface), and where relevant the network you are on.
• Any exact error message you see (a screenshot is helpful).
• For delivery problems: the full sender and recipient addresses, the approximate time, and, if you have it, the bounce message or delivery report.

Please do not send us passwords. We will never ask for your mailbox password, and you should never share it in an email. If we need to verify you, we will do so through the registered account contact.

Response times by plan

We aim to acknowledge every request quickly and to keep you updated until it is resolved. Target first-response times, measured during support hours, are:

• Lite (₹59 per mailbox/month): first response within 2 business days.
• Standard (₹99 per mailbox/month): first response within 1 business day.
• Pro (₹199 per mailbox/month): priority handling, first response within 8 business hours (same business day where possible).

Service-affecting issues, such as a full mail outage or a domain-wide delivery failure, are treated as urgent on every plan and worked on as a priority regardless of tier.

These are target first-response times, not guaranteed resolution times, and they are separate from any uptime commitment. Some issues (for example, those that depend on your domain's DNS provider, a recipient's mail server, or a third party) can take longer to fully resolve. Prices shown are per mailbox per month and are billed yearly or six-monthly; 18% GST applies.

Sales and quotes for institutions

Small businesses and corporates can sign up on our standard Lite, Standard, and Pro plans directly.

Institutions, government bodies, educational institutions, and larger organisations that need custom mailbox volumes, onboarding help, a signed agreement, or specific data-handling terms should request a quote. Write to contact@merdotmail.com with:

• Your organisation's name and location.
• The approximate number of mailboxes.
• Your domain(s).
• Any specific requirements (for example, migration from an existing provider, retention needs, or procurement and invoicing formats).

We will get back to you with a tailored proposal. All Merdot Mail hosting is in India (AWS Mumbai, ap-south-1), and pricing is in Indian Rupees plus 18% GST.

Data protection and grievances (DPDP Act, 2023)

Merdot Mail is provided by MERDOT and is designed around a simple promise: you own your data, we host it in India, and we do not read it, scan it for advertising, or sell it.

If you have a question or complaint about how your personal data is handled, or wish to exercise your rights under the Digital Personal Data Protection Act, 2023 (such as access, correction, or erasure of your personal data), you can contact our Grievance Officer:

• Grievance Officer, MERDOT
• Email: contact@merdotmail.com (please put "DPDP grievance" in the subject line)

We will acknowledge grievances promptly and respond within the timelines required under applicable Indian law. For context, our infrastructure sub-processors are Amazon Web Services (hosting, in the ap-south-1 Mumbai region) and Amazon SES (outbound email delivery); full details are set out in our Privacy Policy.

Name and direct contact details of the designated Grievance Officer should be added here before publication, as required under the DPDP Act, 2023 and the Information Technology Act, 2000.

Registered business address

MERDOT Ahmedabad, Gujarat, India

Email: contact@merdotmail.com Web: merdotmail.com

[Complete the registered address with the full street address and PIN code before publishing.]

Governing law and jurisdiction: these services are governed by the laws of India, and the courts at Ahmedabad, Gujarat have jurisdiction over any disputes.

A note on this page

This Contact & Support page is a working template. Before you rely on it, and before publishing the response-time targets, grievance details, and registered address as binding commitments, have it reviewed by a qualified lawyer to confirm it meets your obligations under the DPDP Act, 2023, the Information Technology Act, 2000, and applicable GST and consumer-protection rules.