Service Level Agreement (SLA) for Customer Support
- Introduction
This Service Level Agreement (SLA) delineates the terms governing customer support services provided by Invoay (Hades Info Systems Pvt Ltd).
- Scope
This SLA applies universally to all clients of Invoay (Hades Info Systems Pvt Ltd) availing themselves of our products or services.
- Support Channels
- Helpdesk: Utilize our designated support center accessible at https://helpdesk.invoay.com/
- Phone: Reach our dedicated support line at +91-8287761922 during operational hours (10 AM - 8 PM).
- WhatsApp Support: Engage in real-time chat via WhatsApp at http://invy.in/IWMW2kWp
- Email Support: Contact our support team via email at [email protected].
- Support Hours: As per defined operational hours.
- Critical Support: Available for urgent matters.
- Support Availability: The support team operates on working days, excluding holidays. Holidays are not included.
- Response Time
- WhatsApp chat: Within 10-20 minutes.
- WhatsApp case: Between 30 minutes to 1 hour.
- Helpdesk ticket: Within 24 hours (working days).
- Ticket Reply Time: Within 24 hours (working days).
- Personnel
Our support staff comprises qualified professionals adept in providing efficient assistance.
- Warranty and Maintenance
Maintenance services remain valid throughout the duration of the subscription.
- Termination
This agreement ceases upon the expiration of the subscription term.
- Governing Law
The terms of this agreement are subject to the laws of Delhi, India.
- Agreement Amendments
Any alterations to this agreement require written confirmation.