ADDA Support Service Level Agreement (SLA) for India
Our Support Business hours are 9.00 am to 6.00 pm IST & Saturday/Sunday - emergency support for our clients (e.g. Site is down, Email Notification Issues). You may reach out to the ADDA Support using the Software Help on your ADDA Dashboard or write to support@adda.io
Support SLA: Tickets/Email
Support SLA |
|---|
Types of Query | First Response Time |
|---|
Usage Query | 8 Business Hours |
|---|
Work Request | 8 Business Hours |
|---|
Bugs | 8 Business Hours |
|---|
Emergency Issues | 4 Business Hours |
|---|
Business Enquiry | 8 Business Hours |
Enhancements | 8 Business Hours
|
Support Levels |
Support Level | Function | Support methodology |
Level 0 | Self-help | ADDA FAQ |
Level 1 | General Questions or Inquiries | Name Email Address -support@adda.io
|
Level 2 | Escalation | Name – Danish Shaikh Email Address- danish(at)3five8(dot)com |
Level 3 | Escalation | Name – Veeresh Athani Email Address- veeresh(at)3five8(dot)com |
DEFINITION |
Bug | Existing functionality or features not working as per expectation and have technical glitches in them. |
Work Request | The work request involves activating a pre-existing customised feature across multiple geographic locations or for enterprise customers. Additionally, it involves configuring the setups or additional configurations from our end, as our customers cannot do so from their end. |
Disclaimer: All information contained herein is merely for informational purposes. It is not intended to override any specific SLA agreed as part of a contract. We reserve the right to change this SLA at any given time. Nothing in this document shall be construed as a representation or warranty by ADDA.
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