---
title: Customer support - SLA
description: Customer support SLA
---
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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.
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