As a part of the Service Level Standards, we will use our best efforts to remedy any defects in the functioning of the Product within the below-mentioned timelines, based on the categorisation of a defect.
Listed below are the response times based on when a new ticket is created. Click here to learn more about creating a ticket.
Note: The time to resolve the ticket would vary based on the type and severity of the issue/query.
|
Severity Type |
Definition |
Initial Response Time |
|
L1 (High) |
Front-end features powered by Tagalys are severely impacted |
< 2 business hours |
|
L2 (Medium) |
Front-end issues that do not have a severe impact. |
< 2 business hours |
|
L3 (Low) |
No impact on the online business, Service request, Queries |
< 4 business hours |
Support availability:
- Chat and Email Support: Available Monday through Friday, with a brief inactive window from 7:30 PM - 11:30 PM UTC
- After-Hours and Weekend Support: Contact our emergency helpline numbers provided in your account dashboard, that is available 24/7 during weekends and outside regular support hours for urgent issues that require immediate attention