Enteprise SLA

Support Availability

• Hours: 24 hours/day, 5 days/week (Monday to Friday)
• Support Channels:
  • Ticket Submission via Freshdesk Portal
  • Live Chat Support
  • Dedicated Slack Channel for Direct Communication

Response Times

• First Response: Within 2 business hours

Resolution Times

• Commitment: Resolution within 5 business days
• Conditions: Time excludes periods when the ticket is under customer review or pending customer action.

Additional Benefits

• Dedicated Account Manager: An assigned Account Manager to provide personalized support and ensure a strategic partnership.
• Dedicated Slack Channel: A dedicated Slack channel for real-time communication between Octaprice’s Customer Service and Account Management teams and Client’s representatives.
• Support Team Access: Priority support through Freshdesk and Slack, enabling immediate assistance and faster resolution of issues.
• Product Updates: Resolution Time applies to issues related to missing data, data inaccuracies, or partial data on the dashboard, assuming the data source is operational.

Exclusions

• Add-On Services: Tickets related to add-ons (e.g., post-processing, complex services) are not subject to Resolution Time commitments.