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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. 

  1. Website down
  2. Payment not working
  3. Users not able to register
  4. 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:

  1. Any design/ functionality changeAny data, design loss where our team was not involved.
  2. Image change, Image design.
  3. Code Change Code design.
  4. SEO, Ranking related.
  5. Any business model/configuration not yet available/supported by the software
  6. SPAM Mail issues
  7. Third-Party Plugins.
  8. Customizations by the third party.

What is covered:

  1. Any handholding in understanding the system
  2. The configuration including logo changes, branding removal
  3. Understanding best practices in website speed optimization
  4. Any error visible on the website
  5. Emails not going out of the system.
  6. Any bug if you found out
  7. InAbility to Add product, sell a product, change layouts, any function not working etc.
  8. 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.

 

Email Metrix: 

Contact at sellacious.com ;- Level 1

Abhishek at codeacious.com;- Level 2

Contact at sellacious.com, izhar at codeacious.com, abhishek at codeacious.com;with the subject line Emergency/Level3 support. 

Phone: +91-9410060107, +91-7895717419

WhatsApp: +91-9410060107