What is the SLA (Support Level Assistance) for critical security or support issues?
If there is a security or other critical support issue with our software, we will release a fix within 24 hours of the issue being reported to us.
What is included with the support, what is your approx response time?
Email based support for all of our product suites the same day during normal business hours except Friday from 9 am - 9 pm GMT (+6) except on Public Holidays. Here is a short overview of our support plan:
| Best web Applications | Availability | Business Days in a weeks | 06 days |
| Best web Applications |
Weekend | Weekly holiday | Friday |
| Best web Applications |
Time Zone | 12 Hours in a Day (GMT +06 ) | From 09 AM - To 09 PM |
| Best web Applications |
Speed of Response | Average response Time in business hours | 12 Hours |
| Best web Applications |
Communication | Preferred communication method | Mail & Support tickets |
| Best web Applications |
Community | Vast documentation, forums, and knowledge base | Self Service |
| Best web Applications |
Discouraged | 3rd party communication media | Skype, Messenger etc. |
Do you offer support outside of your normal support coverage?
Yes, for customers with extended support contracts. Please contact info@eicra.com for more information.
Support-Agent
Comments
Staff –
SAYDUL KARIM CHOWDHURY