| Channel | customer success plan level | Details | ||
|---|---|---|---|---|
| Basic | Standard | Premier | ||
| Online | ✓ | ✓ | ✓ | Online: Customers can access APPSeCONNECT Support Portal by clicking on the help link in the product and reach for the product documentation, ask questions, and submit or view tickets 24x7 through APPSeCONNECT Support Portal. |
| Chat | ✓ | ✓ | ✓ | Chat: Customers can submit support requests and interact online with a customer happiness representative during support hours via chat through APPSeCONNECT Support Portal. |
| Telephone | ✓ | ✓ | Telephone: Eligible Customers may submit support requests by telephone at +91-33-419-03500 during support hours. | |
Support Timings:
| Support Hours | |||
|---|---|---|---|
| Start (GMT) | End (GMT) | After hours, Urgent Support | |
| Basic | Mon 4:30 am | Fri 1:30 pm | None |
| Standard | Mon 2:30 am | Fri 6:30 pm | None |
| Premier | Mon 2:30 am | Fri 6:30 pm | Fri 6:30 PM to Sun 6:30 PM |
Response Time:
| SLA | ||||||
|---|---|---|---|---|---|---|
| Basic | Standard | Premier | ||||
| Priority | First Response | Follow Up | First Response | Follow Up | First Response | Follow Up |
| Urgent | 4h | 1d | 2h | 1d | 1h | 12h |
| High | 1d | 1d | 8h | 1d | 4h | 12h |
| Medium | 3d | 2d | 2d | 2d | 1d | 2d |
| Low | 5d | 2d | 2d | 2d | 1d | 2d |
| Basic | ||
|---|---|---|
| Priority | First Response | Follow Up |
| Urgent | 4h | 1d |
| High | 1d | 1d |
| Medium | 3d | 2d |
| Low | 5d | 2d |
| Standard | ||
|---|---|---|
| Priority | First Response | Follow Up |
| Urgent | 2h | 1d |
| High | 8h | 1d |
| Medium | 2d | 2d |
| Low | 2d | 2d |
| Premier | ||
|---|---|---|
| Priority | First Response | Follow Up |
| Urgent | 1h | 12h |
| High | 4h | 12h |
| Medium | 1d | 2d |
| Low | 1d | 2d |
Support Priority:
Urgent
- The system is down.
- A critical business process is blocked with no reasonable workaround.
High
- The system is severely broken down but still operational.
- A critical business process has a bug or is performing poorly but there is a workaround.
- A non-critical business process is blocked, and there is no workaround.
Normal
- The system is not performing at its best but is still operational.
- A non-critical business process is blocked, and there is no workaround.
Low
- A cosmetic or enhancement change is needed.
- All non-production related issues and development, test, beta, sandbox, etc.
