Support SLA
Last updated
Last updated
You can find the Help & Support section on the Right Menu on your QuickReply.ai dashboard. You can use this section to create a Support Ticket under concerned priorities.
Additionally, you can create a "Support Ticket" by the following means:
Submit your concern at https://quickreply.page.link/help
Write an email to [email protected]
We promote creating Tickets via the Help & Support section as it makes it easier for us to link it to your Account's information.
✅ Any SLAs will only apply if the requests are created via the Help & Support section.
❌ Any Tickets created via other means might not result in a deserving priority assignment for your query.
The criticality and their respective priorities are defined below:
🆘 Emergency [High] - Expected Response: 4 hours
Something is broken or having major failures
❗️ Issue [Medium] - Expected Response: 6 hours
The flows are working but have some issues
✅ Others [Low] - Expected Response: 12 hours
General Question and Information
Need help in setting up Templates/ Chatbots/ Campaigns/ Broadcasts/ etc.
🕙 All the expected timelines are defined per our Business Hours: Monday to Friday (10 am IST - 7 pm IST)
All the SLAs and Resolution Timelines will apply and be Dependent on the Client for any Data/ Information/ Clarity/ Confirmations needed from the Client's end.
NOTE: Please choose your criticality wisely. Any abuse of the priority selection might lead to auto-deprioritization of your future requests.
