Support SLA


Hours of Coverage and Escalation Procedures

Service Requests
The Helpdesk is the initial contact for all service related requests.

Live Chat Support
Live Chat is for primary sales inquiry and quick assistance.

The hours during business sessions are:
Saturday-Thursday: 9:00 AM - 6:00 PM (GMT +6)

Service will be prioritized on the following scale.

1. SLA Levels
Level of
Severity
Description of Severity Response
SLA
Hours
of the day
Days
in a Week
Critical An issue takes application down, security issues or major malfunction resulting in majority of users unable to perform their normal functions. 8 Hours 08 hours in a day 05 Days in a Week
Priority Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. 12 Hours 08 hours in a day 05 Days in a Week
High Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. 24 Hours 08 hours in a day 05 Days in a Week
Normal Minor loss of application functionality, improvement, documentation or product feature question. 36 - 48 Hours 08 hours in a day 05 Days in a Week

Definition of priority levels in support tickets
Criticalthe problem results in extremely serious interruptions to a production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses.

Priority — !important It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software.

Highthe problem will or may result interruptions if not address (no business impact). The issue is currently not causing problem but may result service interruption if not address soon or a security issue raised that need to fixed soon. In summary , any point need to be address soon in order to avoid future downtime or caused service interruptions.

Normalthe problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of "how to" questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.