# Support SLA

Welcome to our Support Service Level Agreement (SLA). This SLA outlines the commitments and expectations between our support team and our valued customers. By accessing and using our support services, you agree to abide by the terms and conditions outlined in this SLA. Our goal is to provide timely and efficient support to all our customers, and we strive to ensure that our support services are of the highest quality.

This SLA defines the levels of support that our customers can expect from us, and includes response times, resolution times, availability, and support channels. Please note that response times and resolution times may vary depending on the severity of the issue reported. We also ask that our customers provide us with accurate and detailed information about the issue they are experiencing in order to help us provide effective support.

<table><thead><tr><th width="236">Ticket Type</th><th width="151">Response Time</th><th width="147">Resolution Time</th><th width="125">Channels<select multiple><option value="3f9e35fc7f6e4f8f8ba1e78da8bfb595" label="Call" color="blue"></option><option value="7ce4c56899b24a038839b662f6b00b8f" label="Emal/Ticket" color="blue"></option></select></th><th>Remarks</th></tr></thead><tbody><tr><td>Product Module Not Functional</td><td>12 Business Hours</td><td>4 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>The non-functionality reported should not be due to incorrect settings configured by the admin.</td></tr><tr><td>Product Module Not Generating Correct Response</td><td>12 Business Hours</td><td>2 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>-</td></tr><tr><td>Product Module Speed Issue</td><td>12 Business Hours</td><td>7 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>If the issue is due to the Last Mile cloud delivery then the SLA would depend upon the SLA of the cloud service provider</td></tr><tr><td>Login or Authentication Issues</td><td>12 Business Hours</td><td>2 Business Days</td><td><span data-option="3f9e35fc7f6e4f8f8ba1e78da8bfb595">Call, </span><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>-</td></tr><tr><td>Data Import or Export Issues</td><td>12 Business Hours</td><td>4 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>-</td></tr><tr><td>Report Generation Issues</td><td>12 Business Hours</td><td>4 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>-</td></tr><tr><td>Configuration Issues</td><td>12 Business Hours</td><td>4 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>-</td></tr><tr><td>API Issues</td><td>12 Business Hours</td><td>7 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>-</td></tr><tr><td>Any other type of issue</td><td>12 Business Hours</td><td>7 Business Days</td><td><span data-option="7ce4c56899b24a038839b662f6b00b8f">Emal/Ticket</span></td><td>The time of such issues can vary on the nature of the problem and in some cases even go beyond 7 Business Days</td></tr></tbody></table>

{% hint style="danger" %}
Please note that any support requests that require client dependency, including but not limited to, issues related to the client's infrastructure, connectivity, or device compatibility, may not be covered under this SLA. The time elapsed in the client's response to our requests for information or assistance will not be considered in the calculation of response times or resolution times.
{% endhint %}

{% hint style="info" %}
Business Hours : Please note that our support team operates during standard business hours, from Monday to Friday, 11 am to 5 pm IST. Any support requests received outside of these hours will be addressed on the next business day. We appreciate your understanding and assure you that we will do our best to provide timely and efficient support during our working hours.
{% endhint %}


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