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 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: contactus@adda.io
   

Note: When you send an email to contactus@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 CST
2. Saturday & Sunday: Emergency support only.
   

Emergency support is available only 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	8 Business Hours
Business Enquiry	8 Business Hours
Enhancements	8 Business Hours

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

4. What is the ADDA Support Escalation Matrix?

Support Levels
Support Level	Function	Support methodology
Level 0	Self-help	ADDA FAQ
Level 2	Sandy	Email Address – sandy@adda.io
Level 3	San	Email Address – san@adda.io

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 contactus@adda.io

Author: Sandy

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