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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SoliteraTA Support System

Support hours

Frontline support

Technical Specialist

Development Team

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