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Support Policy for xpresso.ai

 

Application Performance:

  • An application uptime of 99% will be ensured to allow Aviva’s team to use the platform continuously without obstacles

Support Details:

  • Support channel: e-mail
  • Time to respond: 24 hours
  • The support e-mail ID will be integrated with JIRA (ticketing system) for automatic ticket creation
  • A dedicated L1 support engineer will respond to tickets and if required, based on the complexity and severity of the ticket, will route to L2 or L3 support engineers
  • L1 engineer will respond to the customer with an SLA (time to resolve) based on complexity and severity of the issue
  • Customers will have access to the ticket system

Severity Level Description:

  • Level 1 – Critical: Critical production issue affecting all Users, including system unavailability and data integrity issues with no workaround
  • Level 2 – Urgent: Major functionality is impacted, or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable workaround is
  • Level 3 – High: System performance issue or bug affecting some but not all Users. Short- term workaround is available, but not
  • Level 4 – Medium: Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably

Note:

  • Bugs will be resolved as per priority and severity
  • Request to add any new features will be prioritized as per the product release roadmap for xpresso.ai
  • The L1, L2, and L3 team structure will be decided based on the size and governance structure of the engagement
  • It is recommended to refer to the detailed user manual before reaching out to the support team

EIN: 27-1670116

Abzooba Inc.
1551 McCarthy Blvd Suite 202
Milpitas, CA 95035, USA

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