Support SLA
Last Updated: Sep 17, 2021
Last Updated: Sep 17, 2021
| Support Posture | Details |
|---|---|
| Coverage availability | 24*7 |
| Versions supported | Current version and prior version |
| Method of Access | Email/Phone |
| Number of contacts who can raise tickets | 3 |
| Support email | jiffy-support@jiffy.ai |
| Documentation Portal | https://docs.jiffy.ai |
Phone support is available only for Priority Support Plan and toll-free numbers are provided for countries US, UK, Singapore, and Australia.
| Incident Type | Response Time | Resolution Approach |
|---|---|---|
| Severity 1 | 2 hours | The team works 24*7 with customer teams to provide a solution/workaround to bring the system up and running. Once a solution/workaround is provided the ticket severity will be downgraded. Access to system and various stakeholders such as, system admin, network admin, DBA will be critical to provide support. |
| Severity 2 | 8 hours | The team works on the regular business days to provide a solution. Once a workaround is provided the ticket will be downgraded. |
| Severity 3 | 24 hours | The team works on a regular basis, typically, these are bug fixes that do not impact regular usage.The fix will be provided in the next maintenance release. |
| Severity | Description |
|---|---|
| Severity 1 (Business Critical) | A Business-Critical problem where JIFFY.ai application is totally down affecting all the bots in the production. No workaround exists to continue using the application. Occurred after the same version of product was running in stable state in production. |
| Severity 2 (Urgent) | An urgent problem where one or more functionalities are totally not working as expected. No workaround exists to continue using that functionality. Occurred after the same version of product was running in stable state in production. |
| Severity 3 (Normal) | A bug or issue identified in expected behavior of the application that does not impact regular usage of application or can be managed using workaround. |
If a Business-Critical incident happens on a Saturday or Sunday, support is available on call through Customer Account Managers.
Standard Service is included in Annual License fee.
| Incident Type | Response Time | Resolution Approach |
|---|---|---|
| Severity 1 | 2 hours | Tickets will be downgraded If the stakeholders from the customer side are not available or system not accessible. Otherwises, the support team will respond on a best endeavor basis. |
| Severity 2 | 8 hours | The response time will be calculated from the start of a business working day in case of incident raised on a weekend/holiday beyond support hours. |