Supports delivery of sale commitments
Centralized first level of support across channels
Experts to diagnose & resolve technical issues
Dedicated professionals for all billing queries
Maximize uptime, performance & security
Dedicated customer success professionals
Support Levels
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Standard Support
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Server Support
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Professional Support
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Enterprise Support
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Support Level Descriptions | Included for all Customers for free. Technical Support available 24/7 by Tickets & self-help resources | Suitable for individual server, this add-on delivers 24/7 Technical Support by Live Chat, Phone & Email & speeds up response times | Applicable to your entire environment, this add-on delivers 24/7 Technical Support by Live Chat, Phone & Email & speeds up response times | Apt for business-critical dependence this add-on enbales us to work as your extended teamwith a dedicated Slack Channel & Account Manager |
24/7/365 Support Level Agreement
Support channels & repsonse times defintions for case severity metrics as below:
A) Critical business impact: Server down, service/s down
B) Moderate business impact: Server up, service/s down, change request
C) Minimal business impact: Server up, service/s down, service request
See full terms of service
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Standard SLA
24/7 Support Channels
– Technical support by tickets
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
Response times
– Initial response: Immediate
– Minimal business impact: Within 12 business hours
– Moderate business impact: Within 8 business hours
– Critical business impact: Within 2 hours
See full terms of service
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Server SLA
24/7 Support Channels
– Technical support by live chat, phone & unlimited tickets
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
– Unsolved issues over live chat/phone convert to ticket after 30 minutes
Response times
– Initial response: Immediate
– Minimal business impact: Within 8 business hours
– Moderate business impact: Within 4 business hours
– Critical business impact: Within 1 hour
See full terms of service
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Professional SLA
24/7 Support Channels
– Technical support by live chat, phone & unlimited tickets
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
– Unsolved issues over live chat/phone convert to ticket after 30 minutes
Response times
– Initial response: Immediate
– Minimal business impact: Within 8 business hours
– Moderate business impact: Within 4 business hours
– Critical business impact: Within 1 hour
See full terms of service
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Enterprise SLA
24/7 Support Channels
– Technical support by dedicated Slack channel
– Self-help resorces including knowledge base & control panel
– Billing and subscription management support
Response times
– Initial response: Immediate
– Minimal business impact: Within 4 business hours
– Moderate business impact: Within 2 hours
– Critical business impact: Within 30 minutes
See full terms of service
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Pre-sales Support
24/7/365 Sales Live Chat + Phone + Web to Lead Forms
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Onboarding & Migration Support
Personalized guide to best practices, setup, installation, configuration & same platform migration i.e. cpanel to cpanel are included for FREE. Else, Migration as a service is billed additionally
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Infrastructure Support
24/7 access to technical support in case of infrastructure issues related to any service launch/performance
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Application Support
24/7 access to technical support on application-level issues such as troubleshooting of plugins, themes, modules. Performance & database issues are managed for Enterprise customers only. Else, get add-on professional services if you need help.
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Customization Support
Third-party software updates, additional package deployment, specific configurations etc.
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Up to 1 hour/month | Up to 1 hour/month | Unlimited | |
Monitoring & Notifications
24/7 proactive monitoring & actions in real-time without you needing to contact us. As a standard practice, ServiceBOT sends several smart and timely notifications related to your uptime, performance, security, billing, etc. keeping you always informed.
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Host uptime monitoring | Host + service uptime monitoring & alerts | Host + service uptime monitoring & alerts | Overall health monitoring, alerts, log monitoring, investigation & resolution |
START FOR FREE | GET IN TOUCH | GET IN TOUCH | GET IN TOUCH |
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