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Standard SLA

Support Availability​

  • Hours: 8 hours/day, 5 days/week (Monday to Friday)
  • Support Channels:
    • Ticket Submission via Freshdesk Portal
    • Live Chat Support

Response Times​

  • First Response: Within 6 business hours

Resolution Times​

  • Commitment: Resolution within 10 business days
  • Conditions: Time excludes periods when the ticket is under customer review or pending customer action.

Additional Features​

  • Support Team Access: Enhanced support through Freshdesk, enabling faster ticket creation and tracking.
  • 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, and other complex services) are not subject to Resolution Time commitments.