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Customer support - SLA 

Purpose:
This document outlines the support channels, their intended usage, SLAs, and points of contact for internal teams and account management purposes. It serves as a formal reference for handling client queries, requests, and escalations.

Support Time, Channels and Usage:
Support services are available from 8:30 AM to 5:30 PM (GMT +04:00), Monday to Friday (excluding UAE public holidays).

Channel

Intended Use

SLA / Response Guidelines

Notes

Live Chat

Quick navigation questions, minor clarifications

Respond within 4-10 minutes during business hours

For immediate guidance; non-critical/ minor questions only

WhatsApp

Quick clarifications / updates

Respond within 1-2 hours during business hours

Informal channel; not tracked as official support. Minor questions

Email

Official support channel for tracking, issues, and requests

Acknowledge within 1 business day; resolution 2-5 business days depending on complexity

Primary channel for all formal communication

Meeting Requests

Detailed discussions, walkthroughs, training, and escalations

Schedule within 3-5 business days; urgent requests handled next day if feasible

For training, onboarding etc


Points of Contact

Role

Responsibility

Level 1: Customer Success Associate

First point of contact for all client interactions; handles support queries, coordination, follow-ups, and internal alignment.

Level 2: Customer Success Manager / Head of Customer Success

Strategic, Contractual or in person meetings


Support Level:

Severity

Description

Acknowledgement Response Time

Resolution Target

Initial Troubleshooting

P1

System down

30–60 mins

Resolution ASAP
  1. Check internet connection
  2. Ensure subscription is active
  3. Access .STUDIO via Chrome
  4. Clear browser cache
  5. Try incognito mode

P2

Key feature impacted

Within 4 hours

Timeline based on complexity
  1. Log out and log back in
  2. Check internet connection
  3. Access .STUDIO via Chrome
  4. Clear browser cache
  5. Try incognito mode

P3

Partial issue

1–2 business days

Timeline based on complexity

—

P4

Minor queries / general requests

2–4 business days

Timeline based on complexity

—

P5

Other requests

3–5 business days

Timeline based on complexity

—

Note: 

Clients are expected to perform the applicable initial troubleshooting checks before raising a support request as these may help resolve common issues more quickly. 

Emergency Support:

  • Available only for P1 (System Down) and P2 (Key Feature Impacted) issues.
  • Available outside of standard business hours.

Communication Channels:

  • Official support requests must go through the designated support channels (e.g., Live chat, email).
  • Personal channels such as WhatsApp or direct phone numbers are not considered official support channels and should not be used for support outside business hours.