{"id":33957,"date":"2022-02-28T07:38:30","date_gmt":"2022-02-28T07:38:30","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=33957"},"modified":"2022-09-30T21:09:42","modified_gmt":"2022-09-30T20:09:42","slug":"support-plans","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-settings\/plan-usage\/support-plans\/","title":{"rendered":"Support Plans"},"content":{"rendered":"
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Here are the available Support Plans for publishing your virtual assistants. Subscription to Support Plans is optional.\u00a0<\/span><\/p>\n

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  1. All published virtual assistants get Basic Support by default.<\/span><\/li>\n
  2. You can choose to subscribe to a paid Standard Support plan for comprehensive support from Kore.ai experts.\u00a0<\/span><\/li>\n
  3. You can reach out to us<\/a><\/span>\u00a0for upgrading to Enterprise Support.\u00a0<\/span><\/li>\n<\/ol>\n

    Support Plan Limits<\/span><\/h3>\n

    The following are the Support Plans available for virtual assistants.\u00a0<\/span><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
    \u00a0<\/td>\nCommunity Support<\/strong><\/th>\nStandard Support<\/strong><\/th>\nEnterprise Support<\/strong><\/th>\n<\/tr>\n
    SUPPORT CHANNELS<\/strong><\/th>\n<\/tr>\n
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    Kore.ai Academy<\/strong><\/p>\n

    Learn the platform concepts at your own pace and get certified.<\/span><\/p>\n<\/td>\n

    		Yes<\/span><\/td>\nYes<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    \n

    Kore.ai Documentation<\/strong><\/p>\n

    In-depth user guides, how-to articles,\u00a0 and API guides.\u00a0<\/span><\/p>\n<\/td>\n

    		Yes<\/span><\/td>\nYes<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    \n

    Community Support<\/strong><\/p>\n

    Ask questions, get tips, and find support from other users.<\/span><\/p>\n<\/td>\n

    		Yes<\/span><\/td>\nYes<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    \n

    Email<\/strong><\/p>\n

    Get help from our Support Team via email.<\/span><\/p>\n<\/td>\n

    		No<\/span><\/td>\nYes<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    \n

    Video Conference<\/strong><\/p>\n

    Collaborate with our Support Team over live video calls.<\/span><\/p>\n<\/td>\n

    		No<\/span><\/td>\nYes<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    SUPPORT TYPE<\/strong><\/th>\n\u00a0<\/td>\n\u00a0<\/td>\n\u00a0<\/td>\n<\/tr>\n
    \n

    Incident Tickets<\/strong><\/p>\n

    Get access to the support portal to report incidents and track resolutions.<\/span><\/p>\n<\/td>\n

    		No<\/span><\/td>\nYes<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    \n

    Guided Success<\/strong><\/p>\n

    Engage with our specialists for a tailored success program.<\/span><\/p>\n<\/td>\n

    		No<\/span><\/td>\nNo<\/span><\/td>\nYes<\/span><\/td>\n<\/tr>\n
    \n

    Support Availability<\/strong><\/p>\n

    Get active support based on the support plans.<\/span><\/p>\n<\/td>\n

    		No<\/span><\/td>\n8×5 Availability (Local Time Zone)<\/span><\/td>\n24×7 Availability<\/span><\/td>\n<\/tr>\n
    SERVICE LEVEL AGREEMENT<\/strong><\/th>\n\u00a0<\/td>\n\u00a0<\/td>\n\u00a0<\/td>\n<\/tr>\n
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    S1 Critical – Initial Response *<\/strong><\/p>\n

    Response time for initial analysis of S1 Critical incidents.<\/span><\/p>\n<\/td>\n

    		–<\/span><\/td>\n24 Hrs<\/span><\/td>\n30 Mins<\/span><\/td>\n<\/tr>\n
    \n

    S1 Critical – Resolution *<\/strong><\/p>\n

    Resolution time for addressing S1 Critical incidents.<\/span><\/p>\n<\/td>\n

    		–<\/span><\/td>\n30 Days<\/span><\/td>\n7 Days<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    \u00a0<\/p>\n

    * Severity 1 (S1 Critical) incidents are the ones that render the Platform completely unusable or nearly unusable or introduce a high degree of operational risk.\u00a0<\/span><\/p>\n

    ** Please reach out to Kore.ai Support for complete information about the support offerings and SLAs.<\/span><\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n

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    Support Usage<\/span><\/h3>\n

    Apart from the virtual assistant usage plan, you can also view the support plan details. Every paid virtual assistant comes with a basic support plan.<\/p>\n

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    1. Current plan details with the option to change or cancel the same. Refer here for support plans<\/a>.<\/li>\n
    2. Renewal date<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n
      <\/div>
      <\/div>
      Previous Post<\/div>
      Usage Plans<\/span><\/div><\/a>
      <\/div>
      Next Post<\/div>
      Adding Karix as a Channel<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n

       
      \n <\/p>\n","protected":false},"excerpt":{"rendered":"

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