Here are the available Support Plans for publishing your virtual assistants. Subscription to Support Plans is optional.Â
- All published virtual assistants get Basic Support by default.
- You can choose to subscribe to a paid Standard Support plan for comprehensive support from Kore.ai experts.Â
- You can reach out to us for upgrading to Enterprise Support.Â
Support Plan Limits
The following are the Support Plans available for virtual assistants.Â
| Â | Community Support | Standard Support | Enterprise Support | |||
|---|---|---|---|---|---|---|
| SUPPORT CHANNELS | ||||||
|
Kore.ai Academy Learn the platform concepts at your own pace and get certified. |
Yes | Yes | Yes | |||
|
Kore.ai Documentation In-depth user guides, how-to articles, and API guides. |
Yes | Yes | Yes | |||
|
Community Support Ask questions, get tips, and find support from other users. |
Yes | Yes | Yes | |||
|
Get help from our Support Team via email. |
No | Yes | Yes | |||
|
Video Conference Collaborate with our Support Team over live video calls. |
No | Yes | Yes | |||
| SUPPORT TYPE | Â | Â | Â | |||
|
Incident Tickets Get access to the support portal to report incidents and track resolutions. |
No | Yes | Yes | |||
|
Guided Success Engage with our specialists for a tailored success program. |
No | No | Yes | |||
|
Support Availability Get active support based on the support plans. |
No | 8×5 Availability (Local Time Zone) | 24×7 Availability | |||
| SERVICE LEVEL AGREEMENT | Â | Â | Â | |||
|
S1 Critical – Initial Response * Response time for initial analysis of S1 Critical incidents. |
– | 24 Hrs | 30 Mins | |||
|
S1 Critical – Resolution * Resolution time for addressing S1 Critical incidents. |
– | 30 Days | 7 Days | |||
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* 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.Â
** Please reach out to Kore.ai Support for complete information about the support offerings and SLAs.
Support Usage
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.
- Current plan details with the option to change or cancel the same. Refer here for support plans.
- Renewal date