Support Policy

At Searvis.io, we are committed to delivering exceptional support to ensure our clients’ success with our CCaaS solutions and services. This Support Policy outlines the terms and scope of our support offerings.

1. Scope of Support

Our support services are designed to assist with the implementation, integration, and optimization of our CCaaS solutions. This includes:

• Technical troubleshooting for cloud-based and hybrid systems.

• Guidance on using our tools and solutions effectively.

• Assistance with integrations involving telecommunications carriers and SaaS platforms.

• Support for cybersecurity-related issues specific to our services.

2. Support Channels

We offer multiple channels to ensure prompt assistance:

• Email Support: Reach us at [email protected] for non-urgent queries.

• Phone Support: Contact us at +1 (112) 789-568-25 for immediate assistance.

• Online Support Portal: Access our resources and submit support tickets through our Support Portal.

3. Support Hours

Our support team is available during the following hours:

• Monday to Friday: 8:00 AM – 8:00 PM (HST)

• Weekends and Holidays: Limited support for critical issues only.

4. Response Times

We aim to provide timely responses based on the priority of the issue:

• Critical Issues: Response within 2 hours (e.g., system outages or severe disruptions).

• High Priority: Response within 4 hours (e.g., major functionality issues).

• Medium Priority: Response within 1 business day (e.g., usability issues or minor bugs).

• Low Priority: Response within 2 business days (e.g., general queries or feature requests).

5. Exclusions

The following are not covered under our standard support policy:

• Issues caused by third-party software or hardware not provided by Searvis.io.

• Custom development or coding outside the agreed scope of services.

• Problems arising from unauthorized modifications to our solutions.

6. Client Responsibilities

To ensure effective support, clients are expected to:

• Provide accurate and detailed information when reporting issues.

• Maintain a stable network and IT environment in line with our system requirements.

• Notify us promptly of any significant changes to their infrastructure or environment.

7. Escalation Process

If you are unsatisfied with the resolution provided, you may escalate the issue as follows:

1. Request escalation through the assigned support representative.

2. Your case will be reviewed by a senior support engineer or manager.

3. A follow-up response will be provided within 1 business day.

8. Continuous Improvement

We are committed to continuously improving our support services. Client feedback is highly valued and helps us refine our processes and offerings.

9. Contact Information

For any questions regarding this Support Policy, please contact us:

Searvis.io
1901 Shiloh St., Hawaii 81063
Email: [email protected]
Phone: +1 (112) 789-568-25

Effective Date: January 20, 2025