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Service Level Agreement (SLA) for Support

Service Level Agreement (SLA) for Support

Owned by Barbara Lavia
Last updated: Nov 13, 2023
1 min read

In the Service-level Agreement, the average resolution time is established for each type of error report in the bot. This time will depend on the complexity of the order and the availability of the team for resolution.

Chat-Tonic is limited in terms of system crashes or balances of third-party virtual wallets (WA, Meta, Infobip, Gupshup, etc.)

 

Check the details of this SLA and the priorities 👇

Support SLA

Complexity

Order detail

Estimated resolution time

Low

  • Simple Bugs

48 business hours

Mid

  • Bugs related to low complexity APIS

between 48 and 96 business hours

High

  • Bugs related to highly complex APIS

Between 1 and 2 weeks

Urgency

  • Chat-Tonic server crash

  • The bot is not responding to users

  • User messages are not received

To be determined according to the case.

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