Our Support models range from product support to system-integration oriented Level 2 and Level 3 support. Product support escalation process allows customers to escalate to a product support manager as a first level. The second level of escalation is Product owner. The final level of escalation is the CEO. Our system integration-based support models are highly evolved. If a customer wishes to escalate any problem, the first level of escalation is the Support Manager. The second level is Business Unit Head, the final level is the CEO.Here is how the SLAs work: Our SLAs are categorized into availability uptime SLAs (also known as System Availability SLA) and QoS (Quality of Service) SLAs. The uptime SLA values are different for on-premise deployment and Cloud deployment. For on-premise hosting, we allow flexible SLAs that are designed for supporting mission critical business applications. This includes both QoS related SLAs such as response times from the gateways and high-availability SLAs (Ex: 99.999% availability). The following elements differentiate our customer support:
We follow the DevOps model, combined with some elements of the traditional support to offer best of both worlds
We offer tailor made support plans & SLAs that best suits the need of the customer
We charge for support only when the customer goes live