Creovai Service Level Agreement

Creovai Knowledge Base

Creovai provides a knowledge base for self-learning and troubleshooting of basic product related questions and issues. Please consult this database before opening a support ticket. The knowledge base addresses common questions and procedures and consists of both articles and videos.

Access to the knowledge base:  https://support.creovai.com

Engaging Support Team

Contact options for a support request:

Online –by visiting https://support.creovai.com

Email – support@creovai.com

OOH Phone – See OOH Support Requests section

When opening a customer support ticket, please provide as much detail as you have related to the issue or request. Having all relevant information allows the customer support representatives to better understand and troubleshoot the reported issue.

All support tickets are initially internally assigned a Severity Level from 1 to 4 based on the impact to the business. Severity levels may be changed after initial contact and assessment of the issue. Response times are based on the Severity Level.

For services not hosted or maintained by Creovai, customers should first open support requests with customer’s internal or vendors support teams

Support Hours of Operation

Standard Creovai Support is available from 4am-5pm Eastern US time.

Support is provided in English. Excludes company holidays.

OOH Support Requests – Real-Time Agent Guidance

Out-of-Hours (“OOH”) Request are requests raised with Creovai Support outside of the standard hours of operation. Creovai offers OOH support for Real-Time Agent Guidance P1 Critical issues as defined in Support Priorities and Service Level Agreements. Professional Service fees will be charged at the then current rate for OOH requests that are not Severity Level 1 or not the fault of Creovai service availability.

OOH Support Requests can be made to:

Call from within the UK: 0844 544 8882

Call from the US: 001 646 217 3079

Call from the World: +44 (0)1473 673994

Response

Response Time is the duration between a customer’s submission of a support ticket and the initial response from Support. Tickets are prioritized according to their Severity Level.

Resolution

Resolution Time is the duration of Business Hours from when the customer first submits the support ticket and when the issue is resolved or a work-around is provided. A work around solution provides a temporary fix when additional time is required for the permanent fix. If the problem reoccurs, a new support ticket must be submitted. Resolution time is paused when a ticket is pending customer or customer vendor information or actions in service of incident resolution.

Severity
Initial Response
Contact Method
Update Frequency
Target Resolution
1
An error has occurred that causes the Creovai Platform services to be unavailable or results in a significant loss of functionality for all users.
Within 2 hours
status.creovai.com
Every 4 hours
Within 1 business day
2
Creovai Platform services are functioning with limited capabilities or degraded performance that affects a large number of users.
Within 4 hours
Email / Support Portal
Every 12 business hours
Within 5 business days
3
Creovai Platform feature(s) are unavailable, but a workaround exists, and most software functions are still usable. Minor performance issues affecting a small number of user.
Within 8 hours
Email / Support Portal
Every 5 business days
4
General support request, installation questions, or new feature requests. Any reported issues that result no or minimal impact on Creovai Platform usage.
Within 24 hours
Email / Support Portal
As determined by Creovai

Availability

Creovai shall provide Customer with 99.9% availability to the Hosted Services, excluding Scheduled Maintenance. 

Planned Outages / Scheduled Maintenance is the aggregate number of hours in any month during which the service is scheduled to be unavailable for use by users due to planned activities such as preventive maintenance or upgrades. Scheduled maintenance times are posted at https://status.creovai.com. Customer can subscribe to updates to be notified prior to and after the Scheduled Maintenance is performed or when Scheduled Maintenance is postponed or cancelled.

Ongoing activities that require Scheduled Maintenance Time include but are not limited to:

  • Upgrade of servers and other systems to latest versions of software.
  • Update of grammar and language models to improve performance of core recognition and text to speech.
  • Security Patching.

For the avoidance of doubt, a scheduled outage is not considered a problem with the service.

Exceptions / Exclusions

The following issues are not included in the Creovai Support

  • Failure of, or issues arising from, computing or networking hardware, or equipment or programs under the control of Customer or their vendors and/or providers.
  • Availability of third-party APIs, credentials or permission errors.
  • Subscriber's premise or hardware failure.
  • Unauthorized action or lack of action when required, from your employees, agents, contractors, or vendors, or anyone managing required connections to the Creovai services.
  • Products or features we identify as pilot, alpha, beta or similar.
  • If at any time the customer is in default under the agreement.