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The step-by-step process for Support
Users send emails to the alias 'support@krishagni.com'
It automatically creates Go to helpdesk.openspecimen.org which is our AI driven chat interface. This AI Helpdesk is our attempt to provide real-time answers, so you don't have to wait for our support team to respond.
You can ask multiple questions to get to the right answers.
If you are unsatisfied with the answers, you can create a support ticket which will automatically create a JIRA support ticket for you with Security level 'Krishagni'
Someone from the Krishagni team assigns the ticket to the right resource and updates the security level to 'Client' (now this ticket will be visible to Client JIRA users)
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We encourage Project Teams to make extensive use of our AI-driven chat interface. This can also be shared with end users as a first level (L1) support tool to address common queries and reduce turnaround time. Please note that only authenticated client-side team members can raise support tickets with the Krishagni team ensuring end users are not directly reaching out to us. |
Mode of Support
Support Over and above the AI driven chat interface, support from Krishagni team is provided by phone, email, Skype, web meetings, and any other communication preferred by the Customer.
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Krishagni shall respond to each customer’s support requests within twenty-four (24) hours.
Response time | Resolution time | |
Critical show-stopper bugs | 0-8 hours | 0-24 hours |
High priority bugs | 0-24 hours | 0-48 hours |
Others | 0-24 hours | Next release |
Notes:
Response time: First response to an issue.
Resolution time: The resolution of an issue will depend on the complexity of the issue and the efforts involved. The hours committed to in the SLA are “best case” scenarios.
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