From our Director of Solutions:
Our support policy is based on two important facts:
- Our customer's success is our number one priority. If you don't succeed, or we fail to deliver, we lose your business.
- Support is not about revenue generation. This is not how we run our business.
We do need an official policy so that we have an agreement about what is offered. That information is below.
- Andavi Solutions commits to responding to customer requests within 4 business hours via email or telephone call. There is an auto-generated case response sent when a customer files a case; this does not count toward our response within 4 business hours.
- Simple requests should be able to resolve with first contact, but because of the unpredictability of software, we offer no SLA around case resolution, just response. Our internal goal is to resolve 80% of cases on first contact.
Business Hours are considered to be 9:00 AM ET to 5:00 PM PT M-F, excluding holidays.