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:

1. Submit your concern at https://quickreply.page.link/help

2. 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:

Issue Type	Issue Description	Response Time	Resolution Time
🆘 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

Billing and Invoices

🆘 Emergency

• Invoice Paid - Account Locked

❗️ Issue

• Auto-debit Related Issues

• Payment deducted more than once

✅ Others

• Invoice Requests

• Billing Information Change Requests

• General Questions on Invoices

• TDS/ GST Related Queries

Subscription and Agents

🆘 Emergency

• Payment Done - Plan not upgraded

• Unable to use features in my current plan

❗️ Issue

• Discrepancy in Subscription Information

✅ Others

• Upgrade / Downgrade Plan

• Add / Remove Agents

• General Questions on Subscriptions