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How to get Support?

Written by Medha Anand

Updated on September 1st, 2022

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

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Table of Contents

How to access Product Help Centre?How to contact Technical Support?Support Severity vs RTO

At Haptik, we are committed to delivering enterprise-class support with your success in mind. Whether you’re an experienced user, or just getting started, our global support plan is designed to help you find the quickest path to resolving any product or technical query that you may have.

Keeping that in mind, you will have direct access to our Solution Consultants anytime during the onboarding stage. We believe in collaborative development and our Solution Consultants will provide troubleshooting assistance or guidance on demand.   

How to access Product Help Centre?

    Self-service resources to allow customers to troubleshoot and identify the root cause of any issue.

  • 300+ articles and Troubleshooting Guides
  • Configuration Videos & Integration Guidelines
  • Classroom training recordings

You can access the Knowledge Base here. You can use the search bar on top to find the exact article you are looking for.   

How to contact Support?

  • Reach out to your Customer Success Manager
  • Send us an email at support@haptik.ai
  • Reach out through our Help section on the platform. It will capture every detail of the issue along with the severity. You can read more about how to access the Help section here.
  • Use Contact us on the Knowledge Base.

Support Severity vs RTO

Severity Support Request Response Time
S0 - Blocker Critical Functionality has stopped working, serious business impact
Example:
  • No responses coming on Bot
  • Bot response getting delayed by 20 seconds
  • Chats are not getting assigned to agents
  • 1 out of 3 flows is not working properly on the Production bot
  • Agents are not able to close chats
Within 1 hour (24 X 7)
S1 - High Major functionality has stopped working, moderate business impact
Example:
  • Analytics report not getting downloaded
  • Bot is not getting published
  • Bot is not changing language when requested
  • Feedback flow not getting triggered after conversation ends
  • Agent reports have inconsistent data as compared to the tool
Within 2 hours (Business Hours)
S2 - Medium Minor functionality has stopped working, limited business impact
Example:
  • Test Bot is not working on Conversation Studio
  • UI changes are not reflecting on the Staging environment bot
  • 1 out of 3 flows is not working properly on Staging bot
  • Bot not opening on Mozilla Firefox browser
  • Haptik platform not working on Linux
Within 4 hours (Business Hours)
S3 - Low Improvements required in the tool, no business impact
Example:
  • Test Bot not giving detailed code issues
  • Not able to test Whatsapp bot 
  • Not able to login using Facebook
  • UX improvements of Haptik Platform
Within 4 hours (Business Hours)
Reach out to support@haptik.ai

For Delivery/Platform Issues/Requirements

Reach out to support@haptik.ai

Maintenance & Updates (Part of SLA)

Resolutions to Defects and essential data centre infrastructure and/or Service platform work will be conducted during Scheduled Maintenance. 

  • System Maintenance periods can be between 0-4 hours or as required. Such maintenance period will be taken up during non-working hours unless any critical issue(s) is to be fixed on an emergency basis on the production system.
  • Service Provider will provide prior notice of three (3) days to customers for maintenance activities unless it is an emergency fix.

Maintenance & Updates (Part of SLA)
Resolutions to Defects and essential data centre infrastructure and/or Service platform
work will be conducted during Scheduled Maintenance. 
System Maintenance periods can be between 0-4 hours or as required. Such
maintenance period will be taken up during non-working hours, unless any critical
issue(s) to be fixed on emergency basis on production system
Service Provider will provide prior notice of three (3) days to customers for
Maintenance activities, unless it is an emergency fix.

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