# Support SLA

## Raise a Support Request

You can find the <mark style="color:orange;">**Help & Support**</mark> section on the Menu (bottom-right) on your QuickReply.ai dashboard. You can use this section to create a Support Ticket under concerned priorities.

<figure><img src="/files/515MK7OeGI1wabUNVfWs" alt=""><figcaption></figcaption></figure>

***

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 <help@quickreply.ai>

{% hint style="warning" %}
We promote creating Tickets via the <mark style="color:orange;">**Help & Support**</mark> 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 <mark style="color:orange;">**Help & Support**</mark> section.

❌ Any Tickets created via other means might not result in a deserving priority assignment for your query.
{% endhint %}

***

## 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       | <ul><li>Cosmetic or informational query</li><li>Non-impacting issue </li><li>Data requests</li><li>Configurational Changes</li></ul> | 3 business days   | 10 business days               |
| ✅ Low       | <ul><li>New Workflow Setups</li><li>Changes in Existing Workflows</li><li>New Feature Requests</li></ul>                             | 3 business days   | Depending on the requirements. |

{% hint style="info" %}
🕙 All the expected timelines are defined per our **Business Hours: Monday to Friday (10 am IST - 7 pm IST)**
{% endhint %}

{% hint style="warning" %} <mark style="color:orange;">**All the SLAs and Resolution Timelines will apply**</mark> and be <mark style="color:orange;">**Dependent on the Client**</mark> for any Data/ Information/ Clarity/ Confirmations needed from the Client's end.
{% endhint %}

***

## Support Requests' Bifurcations

{% hint style="danger" %}
**NOTE:** Please choose your criticality wisely. Any abuse of the priority selection might lead to **auto-deprioritization of your future requests.**
{% endhint %}

<details>

<summary>QuickReply.ai Dashboard</summary>

🆘 **Emergency**

* Dashboard Inaccessible
* Dashboard Not Loading

**❗️ Issue**

* Dashboard Slowness
* Dashboard Reflecting Incorrect Information

✅ **Others**

* Dashboard Change Requests
* General Questions on the Dashboard

</details>

<details>

<summary>Messages and Conversations</summary>

🆘 **Emergency**

* Major Failures in Messages
* Major Slowness in Messages

**❗️ Issue**

* Mild Slowness or Delay in Messages

✅ **Others**

* Messages Change Requests
* General Questions on Messages

</details>

<details>

<summary>Templates</summary>

🆘 **Emergency**

* Major Failures in Templates

**❗️ Issue**

* Template Rejected
* Template Stuck in Pending

✅ **Others**

* Template Application Requests
* Change Requests
* General Questions on Templates

</details>

<details>

<summary>Broadcasts</summary>

🆘 **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

</details>

<details>

<summary>Drip Campaigns</summary>

🆘 **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

</details>

<details>

<summary>Chatbots and AI Builder</summary>

🆘 **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

</details>

<details>

<summary>Billing and Invoices</summary>

🆘 **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

</details>

<details>

<summary>Subscription and Agents</summary>

🆘 **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

</details>


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