Botdoc support’s priority and guaranteed response times
Botdoc support’s priority and guaranteed response times
The speed of our support team’s response time depends on the priority level you select when you submit your ticket, your support plan, and how your plan works with our business hours. Your ticket’s priority level can be changed by the agent to be higher or lower based on how an issue impacts your business.
This table is a quick reference to the support levels you can expect according to the ticket priority, issue status, and support plan you are on.
SLA’s can be customized but must follow up with SOW (Scope of Work).
| Support Plans | |||
| Developer | Gold | Platinum | |
| Price per Month | Free | $1,000 | $2,500 |
| Ticket Priority |
Developer |
Gold Response Times |
Platinum Response Times |
|
P1 BUSINESS CRITICAL |
N/A | Within 1 business hours | Within 1 hour (24×7) |
|
P2 BUSINESS CRITICAL |
N/A | Within 2 business hours | Within 2 business hours |
|
P3 DEGRADED SERVICE |
N/A | Within 4 business hours | Within 4 business hours |
|
P4 GENERAL ISSUE |
Yes | Within 8 business hours | Within 8 business hours |
|
Email Support (business hours) |
Yes | Yes | Yes |
| Email & Phone Support (24×7) | No | No | Yes |
| Technical Account Manager | No | No | Yes |
| Support Escalation Line | No | No | Yes |
Notice: Botdoc Support team works standard business hours in the Americas. For full details, please see Botdoc Support Business Hours.
PRIORITY LEVELS
The priority level of a ticket you submit is used to determine what your response time will be.
- PRIORITY 1, BUSINESS CRITICAL: This status only applies to applications that are in production. It represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
- PRIORITY 2, BUSINESS CRITICAL: This status only applies to applications where individual service or features are unavailable. It represents a significant feature that is completely unavailable, and no workaround exists. Business operations are impacted and users are experiencing issues. Does not include development issues or problems in staging environments.
- PRIORITY 3, DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
- PRIORITY 4, GENERAL ISSUE: Includes all other production issues not meeting criteria of a Priority 1, 2 or 3, product questions, feature requests and development issues.
You can set the business impact of a ticket when submitting via our Help Center web form. However, Botdoc reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition – usually a non-production setup issue, or how-to question. Botdoc team members may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, the ticket will default to Priority 3.
Notice: Guaranteed Response Times are not covered for questions about developer preview and beta products. For more information, please see Botdoc Beta Product Support.