ADDA Support Service Level Agreement (SLA) for Mauritius

ADDA Support Service Level Agreement (SLA) for Mauritius


Our Support Business hours are 8.30 am to 5.30 pm MUT Monday to Friday. Emergency support is available for clients during weekends (Saturday/Sunday) for critical issues such as site downtime or email server 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

Support

Name – Ashal Kumar

Email Address-ashal@asvidigitech.com

Level 2

Escalation

Name – Vinith K A

Email Address –vinith(at)3five8(dot)com

Level 3

Escalation

Name – Pritesh Dhawde

Email Address – musupport@adda.io



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 constructed as a representation or warranty by ADDA.




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