SoliteraTA Technical Support – SoliteraTA

SoliteraTA

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SoliteraTA Support System
Individual
Business
L1: Application Down
L1: 4-6 business hours
L1: 2-3 hour
L2: Serious Degradation
L2: In a day
L2: 8-10 hours
L3: Moderate Impact
L3: 2-3 business days
L3: 1-2 business days
L4: Low Impact / Inquiry
L4: 2 Within a week
L4: 3-5 business days

Support hours

The technical support team is available during regular business hours 9am to 5pm on weekdays (Monday to Friday). Emergency support or critical issues may be addressed outside regular hours, as specified in the Service Level Agreement (SLA).

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Frontline support
Initial point of contact for all support requests.
Level 1
Technical Specialist
In-depth technical assistance for complex issues.
Level 2
Development Team
Escalation to the development team for critical bugs or software defects.
Level 3

Regular maintenance and updates are performed to enhance the performance and security of SoliteraTA. Users will be notified in advance of scheduled maintenance windows.

Users will have access to training resources, such as video tutorials and guides, to optimize their experience with SoliteraTA.

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We welcome user feedback and suggestions for improving SoliteraTA. Feedback can be submitted through the provided support channels, and the team will consider all recommendations for continuous improvement.

 Our dedicated technical support team is committed to delivering exceptional assistance and ensuring a seamless user experience. For any inquiries or assistance, users can reach out to our support team using the specified support channels.

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