Cloud Support - SLA
Emergency support is available 24x7:
Best way to reach emergency support is by a phone call or Whatsapp.
Only following is covered under emergency support:
Emergency only applicable for LIVE sites. Test/staging/dummy/local site issues are not covered under emergency.
- Website down
- Payment not working
- Users not able to register
- Anything which is directly affecting the business and can not wait for the next business day for rectification.
Exploiting Emergency support will result in Ban of Emergency support for 7 working days.
Basic fixes will be provided at any hour if something needs Level 2 support staff this will be done only in business hours.
Full Support is available on all working days from 10 Am IST to 6:30 PM IST.
Following are not working days:
Sundays, 1 & 3 Saturdays and Government and Public holidays.
Upgrades are done yourself without the help of the support team.
Following are not covered:
- Any design/ functionality changeAny data, design loss where our team was not involved.
- Image change, Image design.
- Code Change Code design.
- SEO, Ranking related.
- Any business model/configuration not yet available/supported by the software
- SPAM Mail issues
- Third-Party Plugins.
- Customizations by the third party.
What is covered:
- Any handholding in understanding the system
- The configuration including logo changes, branding removal
- Understanding best practices in website speed optimization
- Any error visible on the website
- Emails not going out of the system.
- Any bug if you found out
- InAbility to Add product, sell a product, change layouts, any function not working etc.
- Fair usage policy Applicable.
Level one support: Live Chat, eMail.
Level Two Support: Live Chat, Email, Phone Call, WhatsApp
Level Three support: eMail
Emergency Support: Live Chat, Phone, Whatsapp. Add Support key and message.
Contact at sellacious.com ;- Level 1
Phone: +91-9410060107, +91-7895717419