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SQUAD1 proactive support program has been designed with an objective to provide customer with consultants skilled and experience to handle the SQUAD1 product suite.

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SQUAD1 Proactive
Support Program

SQUAD1 proactive support program has been designed with an objective to provide customer with consultants skilled and experience to handle the Talakunchi product suite.

Following is the general process for the support

Customer raises an issue ticket with technical details on support@squad1.io
Support team would review the issue and respond to the ticket as per the severity level matrix. The support team would be available from 10:00 AM to 11:00 PM - Monday to Saturday with restricted L1 support after 6:00 PM.
Support team to assign a team member and keep customer updated about the progress as per the severity level SLA matrix.
Customer may follow escalation matrix if the resolution is not as per agreed terms and expectations.
If the issue is critical and not resolved as per the timelines, consultant would provide onsite support to solve the issue.

Basic Software Support

Product Updates

Updating the solutions with the features including security / functional patches and hotfixes from time-to-time.

Solution Documentation

Get access to the product guide and other documentation, knowledge base and technical information.

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Enterprise Support

Support Team

Client call handling providing the customers with required support via Web, email, chat, remote, phone working 9x6 from 2:00 PM to 11:00 PM IST. Support beyond 6:00 PM would be restricted to initial L1 response to the issue. If unresolved than the issues would be addressed by senior next working days.

Response Timelines

Initial first response time for the customer issues and demands

Following is the general process for the support

Severity 1 (High) – 6 Hours (Business)
Issues with High impact on business affecting multiple (more than 10) or all users of the application or core functionality not functioning. Updates on resolution progress would be provided every working day.
Severity 2 (Medium) – 1 Day (Business)
Issues with Medium / High impact on business affecting less than 10 users. Updates on resolution progress would be provided once in 3 working days.
Severity 3 (Low) – 2 Days (Business)
Issues with Low or minor business impact creating little inconvenience to the users of the application or having usable performance degradation. Updates on resolution progress would be provided once every week.

SQUAD1Headquarters

Organically grow the holistic world view of disruptive innovation via empowerment.

+91 91 670 30335

Chat with us on WhatsApp

info@squad1.io

squad1.io

OUR LOCATIONSWhere to find us

Mumbai

10th floor, Suvidha Square, Swami Vivekananda Rd, Amboli, Andheri West, Mumbai, Maharashtra 400058

Dombivli

606 - 608, 6th floor, Navare Plaza, Station Rd, opposite RTO Office, Ramnagar, Dombivli East, Dombivli, Maharashtra 421201

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