Support SLA

SLA outlines support commitments. Includes response times, resolution times, availability, and support channels. Our goal is efficient, high-quality support. Contact us with questions.

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.

Ticket Type	Response Time	Resolution Time	Channels	Remarks
Product Module Not Functional	12 Business Hours	4 Business Days	Emal/Ticket	The non-functionality reported should not be due to incorrect settings configured by the admin.
Product Module Not Generating Correct Response	12 Business Hours	2 Business Days	Emal/Ticket	-
Product Module Speed Issue	12 Business Hours	7 Business Days	Emal/Ticket	If the issue is due to the Last Mile cloud delivery then the SLA would depend upon the SLA of the cloud service provider
Login or Authentication Issues	12 Business Hours	2 Business Days	CallEmal/Ticket	-
Data Import or Export Issues	12 Business Hours	4 Business Days	Emal/Ticket	-
Report Generation Issues	12 Business Hours	4 Business Days	Emal/Ticket	-
Configuration Issues	12 Business Hours	4 Business Days	Emal/Ticket	-
API Issues	12 Business Hours	7 Business Days	Emal/Ticket	-
Any other type of issue	12 Business Hours	7 Business Days	Emal/Ticket	The time of such issues can vary on the nature of the problem and in some cases even go beyond 7 Business Days

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.

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.