ADDA Support Service Level Agreement (SLA) for USA

Our Support  Business hours are 9.00 am to 6.00 pm CST 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 contactus@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	8 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 – contactus@adda.io
Level 2	Escalation	Name – Vish Email Address – vish(at)adda(dot)io
Level 3	Escalation	Name –  San  Email Address – san(at)adda(dot)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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