Support SLA
Raise a Support Request
You can find the Help & Support section on the Menu (bottom-right) on your QuickReply.ai dashboard. You can use this section to create a Support Ticket under concerned priorities.
Additionally, you can create a "Support Ticket" by the following means:
Submit your concern at https://quickreply.page.link/help
Write an email to [email protected]
We promote creating Tickets via the Help & Support section as it makes it easier for us to link it to your Account's information.
✅ Any SLAs will only apply if the requests are created via the Help & Support section.
❌ Any Tickets created via other means might not result in a deserving priority assignment for your query.
SLA Definitions
The criticality and their respective priorities are defined below:
🆘 Critical
Complete platform outage / service is entirely unavailable
1 hour (24x7)
4 hours (24x7)
❗️High
Major feature unusable with no reasonable workaround
6 business hours
24 business hours
✅Medium
Minor feature issue; acceptable workaround exists
24 business hours
5 business days
✅ Low
Cosmetic or informational query
Non-impacting issue
Data requests
Configurational Changes
3 business days
10 business days
✅ Low
New Workflow Setups
Changes in Existing Workflows
New Feature Requests
3 business days
Depending on the requirements.
🕙 All the expected timelines are defined per our Business Hours: Monday to Friday (10 am IST - 7 pm IST)
All the SLAs and Resolution Timelines will apply and be Dependent on the Client for any Data/ Information/ Clarity/ Confirmations needed from the Client's end.
Support Requests' Bifurcations
NOTE: Please choose your criticality wisely. Any abuse of the priority selection might lead to auto-deprioritization of your future requests.
QuickReply.ai Dashboard
🆘 Emergency
Dashboard Inaccessible
Dashboard Not Loading
❗️ Issue
Dashboard Slowness
Dashboard Reflecting Incorrect Information
✅ Others
Dashboard Change Requests
General Questions on the Dashboard
Messages and Conversations
🆘 Emergency
Major Failures in Messages
Major Slowness in Messages
❗️ Issue
Mild Slowness or Delay in Messages
✅ Others
Messages Change Requests
General Questions on Messages
Templates
🆘 Emergency
Major Failures in Templates
❗️ Issue
Template Rejected
Template Stuck in Pending
✅ Others
Template Application Requests
Change Requests
General Questions on Templates
Broadcasts
🆘 Emergency
Major Failures in Broadcasts
Major Slowness in Broadcasts
❗️ Issue
Mild Slowness or Delay in Broadcasts
Issues with Data Source - Shopify Segment
Issues with Data Source - Excel Sheet
Issues with Variables Mapping
Issues with Test Messages
✅ Others
Broadcast Creation Requests
Change Requests
General Questions on Broadcasts
General Questions on Skip Rules
General Questions on Auto-Retries
Drip Campaigns
🆘 Emergency
Major Failures in Campaigns
Major Slowness in Campaigns
Incorrect Information Being Passed
❗️ Issue
Mild Slowness or Delays in Campaigns
Discrepancy in Information
✅ Others
Campaign Creation Requests
Change Requests
General Questions on Campaigns
Chatbots and AI Builder
🆘 Emergency
Major Failures in Bot Flows
Major Slowness in Bot Flows
❗️ Issue
Mild Slowness or Delays in Bot Flows
Discrepancy in Information
✅ Others
Bot Creation Requests
Change Requests
General Questions on Bot Flows
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