Getting Support

Preface

At DxSuite, 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.

• Configuration Videos & Integration Guidelines

How to contact Support?

• Reach out to your Customer Success Manager
• Send us an email at support@DxSuite.io
• Use Contact us on the Knowledge Base.

Support Severity vs RTO

Severity	Support Request
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
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
S2 - Medium	Minor functionality has stopped working, limited business impact Example: 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 web browsers DxSuite platform not working on Linux
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 DxSuite Platform

Reach out to support@DxSuite.io

For Delivery/Platform Issues/Requirements

Reach out to support@DxSuite.io

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.