ADDA Support Service Level Agreement (SLA) for Middle East

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:

1. Software Help is available within your ADDA Dashboard
   
2. 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?

1. Monday to Friday: 9:00 AM – 6:00 PM GST
2.  Saturday & Sunday: Emergency support only
   

Emergency support is available only on Sunday for critical issues that significantly impact community operations, such as:

1. ADDA site/application unavailable
2. Login issues affecting all users
3. Payment gateway failures
4. Email or notification failures impacting all users
   

3. What is the Support Response Time (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

Note: SLA refers to the initial response time only, not the final resolution time. Resolution timelines depend on the complexity of the request.

Support Levels
Support Level	Function	Support methodology
Level 0	Self-help	ADDA FAQ
Level 1	Kamran Mulla	Email Address- kamran@3five8.com
Level 2	Mohammad Ansar	Email Address –ansar@3five8.com

5. What information should I include while raising a support ticket?

To help us resolve your issue faster, please include:

1. Community Name
2. Detailed description of the issue
3. Screenshots or screen recordings
4. Error messages (if any)
   

Support Queries can simply be sent to the email ID support@adda.io

 Author: Sandhya

• Related Articles

• 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 ...

• ADDA Support Service Level Agreement (SLA) for India

  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 ...

• ADDA Support Service Level Agreement (SLA) for USA

  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 ...

• Transition to ADDA Gatekeeper App - Potential Notification Issues and Solutions

  You have recently subscribed to the ADDA Gatekeeper application. During this change management process, we anticipate potential issues, such as Visitor App to App notifications, arising from various parameters outlined below. We kindly request your ...

• How can I check how many users have accepted the User Agreement before joining the community on ADDA?

  To view the list of users who have accepted your User Agreement, follow these steps: Log in to your ADDA Portal. Go to the Admin section from the main menu. Click on Setup ADDA Profile. Select the User Agreement option. You will see the User ...