ADDA Support Service Level Agreement (SLA) for Mauritius
At ADDA, we are committed to delivering timely and reliable support, ensuring your queries are handled promptly and effectively. This guide explains how to reach us, our response timelines, and the escalation process.
1. How can I contact ADDA Support?
You can reach the ADDA Support Team through any of the following channels:
- Software Help is available within your ADDA Dashboard
- Email: support@adda.io
Note: When you send an email to support@adda.io, a Support Ticket is automatically created.
2. What are ADDA Support business hours?
- Monday to Friday: 8:30 AM – 5:30 PM MUT
- Saturday & Sunday: Emergency support only.
Emergency support is available only for critical issues that significantly impact community operations, such as:
- ADDA site/application unavailable
- Login issues affecting all users
- Payment gateway failures
- Email or notification failures impacting all users
3. What is the Support Response Time (SLA)?
Note: SLA refers to the initial response time only, not the final resolution time. Resolution timelines depend on the complexity of the request.
5. What information should I include while raising a support ticket?
To help us resolve your issue faster, please include:
- Community Name
- Detailed description of the issue
- Screenshots or screen recordings
- Error messages (if any)
Support Queries can simply be sent to the email ID support@adda.io
Author: Sandhya