DaBot - Support Policy
Overview
The DaBot Global Customer Support Team ("Customer Support Team") is available to provide Customers with support assistance and guidance on various issues and questions regarding DaBot Product(s).
Products Covered
- DaBot SaaS
In Scope
- Availability (Performance, Outage)
- Installation/Upgrade issues
- Configuration guidance and issues
- How-to questions
- Error messages
- Defect diagnosis and resolution
- Update questions (Release Notes)
Out of Scope
- Administration or consultation beyond DaBot-recommended configurations
- Unexpected behavior due to environmental incompatibility
- Workflow consultation (Design, Build, Optimize, Migrate)
- Unsupported data sources
- Diagnosis without sufficient access to pertinent information
Contacting DaBot Support
Please send an email to support@dabot.ai with the issue description and other details.
Support Hours
Support is available in the geographical area of the licensed user who submits the case or the Customer's primary contact for the submitted case. Support is offered Monday through Friday (excluding recognized US and local holidays, as applicable).
The applicable local business hours for support are as follows:
- Americas: 8:00 AM – 8:00 PM EST/EDT
- India: 8:00 AM – 7:00 PM IST
*Excludes P1 issues.
Severity Level
| Priority | Severity Level | Definition |
|---|---|---|
| P1 | Critical | Critical processes are completely unavailable. Sensitive data is exposed, or there is a critical security issue. Critical processes include platform and application access, asset development (bots, connections), and bot execution. |
| P2 | High | The platform is available, but major processes have been significantly degraded without a reasonable workaround. This is a major security issue. Major processes include libraries, connections, datasets, bots, API, administration (workspace), and security settings. |
| P3 | Medium | Scenarios in which a reasonable workaround has been established for a P1 or P2 issue. The platform is available, but standard processes are moderately impacted. |
| P4 | Low | The platform is available, but an issue with minor or no impact has been identified. |
Target First Response Times
| Priority | Premium | Standard |
|---|---|---|
| P1 | 1 hour | 2 hours |
| P2 | 2 business hours | 4 business hours |
| P3 | 8 business hours | 16 business hours |
| P4 | 2 business days | 3 business days |