INTRODUCTION
This document is written to ensure that there is a common understanding for providing support for the Tactful Engage application with regard to service delivery and time windows.
PURPOSE
The purpose of the Service Level Target is to describe the support service expected for the continued operation of Tactful Engage.
SCOPE OF THE DOCUMENT
This document covers the following:
- Platform support provided by Tactful Ltd.
- Diagnosis of problems or issues reported by customers.
- Providing temporary workarounds if necessary.
- Providing permanent solutions for opened tickets to prevent them from repeating again.
The document DOES NOT cover the following:
- Providing any customizations.
- Upgrade of services provided by Tactful Ltd.
- Implementation Services.
SUPPORT POINTS OF CONTACT
- Self-service tickets
Using Tactful Engage support center (Tactful Engage Support Center) - Email (support@tactful.ai)
TECHNICAL SUPPORT RESPONSE TIMES
The following table includes each type of issue severity, and its agreed timeframe for resolution:
| Contract type | Standard | Priority | ||
|---|---|---|---|---|
| Issue Severity | Initial response | Resolution Time | Initial response | Resolution Time |
| 🔴 Critical (S1) | 4 working hours | 2 working days | 2 working hours | 8 working hours |
| 🟡 Medium (S2) | 8 working hours | 3 working days | 4 working hours | 2 working days |
| 🟢 Low (S3) | 2 working days | 5 working days | 1 working day | 3 working days |
DEFINITIONS
🔴 Critical Severity Issues (S1)
An error in Dstny Engage’s software in a production environment that makes the product severely degraded, or significant aspects of the product are not performing with significant business impact.
🟡 Medium Severity Issues (S2)
An error in Dstny Engage’s software in a production environment where most business functions remain operational, or a system error where there is no specific impact on service.
🟢 Low Severity Issues (S3)
Requests for information, billing issues, and documentation problems.
WORKING HOURS/BUSINESS DAYS
Sunday to Friday 09:00 – 17:00 Cairo local time excluding Public Holidays.
PRODUCT AVAILABILITY AND SERVICE LEVEL TARGETS
The SLT below only applies to Tactful Engage Managed Cloud instances.
This document represents a commitment to a service level target within commercially reasonable means and does not represent a guarantee or warranty. Please consult Tactful Engage – End User License Agreement for more details.
Tactful Engage Service Level Target is 99% uptime for Enterprise plan subscriptions.
| Availability % | Downtime per year | Downtime per month | Downtime per week | Downtime per day (24 hours) |
|---|---|---|---|---|
| 99% (“two nines”) | 3.65 days | 7.31 hours | 1.68 hours | 14.40 minutes |
Status Tracking
A real-time status page is provided to measure and communicate the real-time and historical status of the product and services.
Tactful Engage’s Live status – https://status.tactful.ai/status/production
Covered Experiences
The Service Level target applies to the most critical features, use-cases, and experiences:
- Site/platform downtime.
- Sending and Receiving Messages as a Customer or as an Agent.
- Chatbot replies to customers within 1 minute.
- Viewing, Creating, and Editing Tickets.
- Only browser-based experiences are covered. Integrations, API calls, and mobile experiences are not covered.
Regular feature updates and bug fixes do not require downtime; however, if downtime cannot be avoided (for example, when DNS records are modified or major OS upgrades or urgent security patches are required), this downtime will be scheduled in the below Regular Maintenance Window.
Maintenance windows occur weekly on Sunday between 6 pm and 12 am in the timezone where your site’s server is located.
We aim to keep total weekly downtime to less than 30 minutes, and we only use the maintenance windows when downtime can’t be avoided. Usually, our continuous release process does not cause downtime.
SCHEDULED MAINTENANCE COMMUNICATION
Regular maintenance windows: We won’t send maintenance notifications unless we need to deviate from the regular schedule.
Other types of maintenance: For other required maintenance, like urgent fixes, we notify administrators via email.
