uKnowva provides post implementation process via multiple channels. Please check our post implementation process here to know more. Below is the committed SLA to our paid customers
| Cloud | |
|---|---|
|
Hours of coverage |
Standard Business Hours |
|
Support Channel |
Support Ticket |
|
Server Uptime Guarantee |
99.5% |
|
Initial Response Time |
|
|
Severity Level 1 (Product application down or major malfunction resulting in majority of users unable to perform their normal functions or a security breach) |
2 business hour |
|
Severity Level 2 (Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions) |
8 business hours |
|
Severity Level 3 (Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions) |
16 business hours |
|
Severity Level 4 (Minor loss of application functionality or product feature question) |
24 business hours |
|
Days of Availability (excluding holiday) |
Monday to Friday |
|
Timing |
10:00 AM to 06:00 PM |
For accounts with lesser than 100 users subscription, parallel tickets are not entertained .i.e. a new ticket will be taken up only when an existing ticket is resolved.
When you first submit a ticket to our support team we will ask you to participate in some limited phone-based troubleshooting to identify the root cause of the issue. Let the support executive know what is the error or issues you are facing and the steps you have taken to resolve the issue. If the issue cannot be solved over the phone we will arrange for an online meeting to troubleshoot further. If there is a request for an on-site travel/presence, then this can be arranged for an additional cost basis the subscription plan of the customer. The traveling of the support executive to the customer location to and fro will be borne by the customer.
Tickets which are waiting for client's reply will be closed after 48 hrs. We will assume, since the ticket was not responded to, that the issue has been resolved. If assistance is still needed, please reopen or create a new ticket.
