Service Level Support and Support Timelines

The SLA and Response Timelines are standard for you as a Business registered on SwiftChat. SwiftChat reserves the right to make amendments in the SLA and Response Timelines subject to providing prior information to you about any such changes made in the same.

1. SUPPORT SLA: RESPONSE TIME GOALS: Guidelines defining the maximum amount of time before work is to begin on a Ticket, and the duration of time that a Ticket remains open, are based on the following priorities.

Priority	Response Time Goals	Resolution Time Goals
1	Within 2 working days	Within 7 working days
2	Within 3 working days	Within 15 working days





2. SUPPORT LEVELS: DEFINITION OF PRIORITY LEVELS

Priority	Problem / Category
1	Major Issues – Conditions that seriously affect system operation, maintenance, and administration, etc., and require immediate attention as viewed by the end user. -   A problem that causes substantial degradation to chatbot experience. -   Inability to use the chatbot platform due to unknown bugs. -   Failure to sync/monitor the usage data. -   Irrelevant content package tagged to user journeys.
2	Minor Issues – Conditions that do not significantly impair the function of the system and do not significantly affect service to end users.

3. SUPPORT CONTACT INFORMATION

Phone	+91 94570 76546	Support available between 8 AM to 8 PM IST
Email	support@swiftchat.ai	A ticket will get automatically created in the ticketing system. The end user will receive a ticket number via return email for future tracking.
Through Business Manager Account	support@swiftchat.ai	A ticket will get automatically created in the ticketing system.

3. ESCALATION MATRIX: DIRECT REPORTING ANY SUPPORT ISSUE

Escalation level	Designation	Email address
First	Customer Service Associate	support.associate@swiftchat.ai
Second	Customer Service Managers	support.manager@swiftchat.ai
Third	Head of Communications	communications@swiftchat.ai