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User Support

1. Customer Support Process (Ticket System, Live Chat)​

Our customer support process is designed to address any issues or questions you may have:

  • Ticket System: Users can submit a support ticket through the platform. Each ticket is assigned a unique ID for tracking, and our support team works on resolving the issue based on priority. The user will receive an email notification with updates on the ticket status.

  • Live Chat: Available during business hours, live chat allows users to engage directly with support agents. It's an instant communication channel for resolving issues that require quick attention.

  • Support Hours: Support is available 24/7 for critical issues and during business hours (9 AM - 6 PM, Monday through Friday) for non-urgent inquiries.

2. Response Time and Support (SLA)​

Our Service Level Agreement (SLA) defines the expected response times, resolution times, and the level of support available to users. It ensures a reliable and transparent support experience, helping users understand what to expect when issues arise.

Response Time​

Response time refers to the time taken by our support team to acknowledge and begin addressing a reported issue. The response times vary based on the severity and priority of the issue:

  • Critical Issues

    • Examples: Platform-wide outage, critical data loss, or major feature failure affecting all users.
    • Response Time: Within 15 minutes (24/7 support).
    • Resolution Target: Within 4 hours, or as soon as possible with continuous updates every hour.

  • High Priority Issues

    • Examples: Major bugs affecting core features, service interruptions for a specific user group, or significant delays in job processing.
    • Response Time: Within 1 hour (during business hours) or 4 hours (outside business hours).
    • Resolution Target: Within 8 hours.

  • Medium Priority Issues

    • Examples: Non-critical bugs, feature usage guidance, or minor performance issues.
    • Response Time: Within 4 hours (business hours only).
    • Resolution Target: Within 1 business day.

  • Low Priority Issues

    • Examples: General inquiries, feature requests, account configuration assistance.
    • Response Time: Within 1 business day.
    • Resolution Target: Within 2-3 business days.

Resolution Time​

Resolution time refers to the duration within which we aim to fully resolve the reported issue. While we strive to meet resolution targets, some factors—such as complexity or dependencies on third-party providers—might lead to delays. In such cases:

  • Users will receive regular updates on the progress of their issue.
  • Affected users will be notified of any temporary workarounds, if available.

Support Tiers​

Our support system is structured into tiers to handle issues efficiently:

  • Tier 1 (Initial Support):
    Frontline support staff handle general inquiries, account issues, and simple troubleshooting.
    If the issue cannot be resolved immediately, it will be escalated to Tier 2.

  • Tier 2 (Technical Support):
    Experienced technicians handle complex issues, bugs, and platform-specific problems requiring in-depth analysis.
    Escalation to Tier 3 occurs if further expertise is needed.

  • Tier 3 (Advanced Support):
    Specialist engineers address critical issues, such as platform-wide failures, data corruption, or integration problems with external services.

Monitoring and SLA Compliance​

To ensure adherence to SLA commitments:

  • Real-Time Monitoring: Our system tracks and prioritizes incoming tickets based on severity and SLA targets.
  • Performance Metrics: Regular reviews of response and resolution times ensure continuous improvement in support quality.
  • User Feedback: Feedback from users is actively gathered to enhance the support process and address any recurring issues.

By maintaining these SLA standards, we aim to deliver consistent, efficient, and high-quality support to all users.

3. Support Channels (Email, Phone, Forum)​

Users can contact support through the following channels:

  • Email: Send an email to [email protected] for general inquiries and support requests. Expect a response within 1 business day.

  • Phone: For urgent issues, users can call our support hotline. Availability depends on support hours.

  • Forum: A community forum is available for users to discuss common issues, share knowledge, and engage with other users. Official support agents also monitor the forum for unanswered questions.