Support offerings and SLA
Smartcat support works on a support plan or tier-based model ensuring that our customers get the right focus and priority on the issues based on their Smartcat usage and business impact caused by us as a vendor.
Please check the plan you are on by logging into your Smartcat platform and refer to 'Smartwords' section under the title 'Navigation' in your homepage. You can cross-reference the offerings and service level agreement (SLA) from our support team that you have according to your plan while raising a support ticket with the team.
Support offering
Support offerings | Free plan | Starter plan | Enterprise plan |
|---|---|---|---|
Reporting Method | Web | Web | Web |
Escalation matrix | X | X | Available |
Support time | Mon-Fri UTC (24 X 5)* | Mon-Fri UTC (24 X 5)* | 24x7 for Level 1 severity 24x5 (Mon-Fri UTC) for Level 2, 3 and 4 |
Response time SLA | X | As listed below | As listed below |
Update interval SLA | X | X | Update response -every two hours via ticket till resolution for level 1 severity issue only. |
* Monday 6:00 am UTC - Saturday 1:00 am UTC
SLA for eligible plans
Severity Level | Description | Initial Response – Starter 24x5 (Monday 6:00 am UTC - Saturday 1:00 am UTC) | Initial Response - Enterprise** (Monday 6:00 am UTC - Saturday 1:00 am UTC) |
Level 1 | The Service is inoperative or significantly impaired due to critical issues in Smartcat’s infrastructure, resulting in Service downtime. | 3 hours | 2 hours |
Level 2 | Incident is not classified as a Severity Level 1, and a Core Functionality of The Service is inoperative or significantly impaired with no workaround available. | 12 business hours | 4 business hours |
Level 3 | Incident is not classified as a Severity Level 1 or Level 2, and that is not critical in that no loss of the Client Materials occurs and that the Client can reasonably circumvent or avoid on a temporary basis. | 48 business hours | 12 business hours |
Level 4 | Incident is not classified as a Severity Level 1, Level 2, or Level 3, and is a minor condition,adhoc tasks or documentation error that the Client can easily circumvent or avoid. New feature suggestions or requests for new functionality are also classified as Level 4. | 96 business hours | 48 business hours |
*Please refer to the support hours mentioned after the table for more details.
**Update Interval for Enterprise is 24x7 (*Level 1 only), every 2 hours since the last update from the support team.
Support hours
Smartcat will provide support during Smartcat normal business hours (6:00 am UTC - 1:00 am UTC) excluding Smartcat holidays, except for incidents classified as “Level 1” Severity Level, in which case, Smartcat will provide support 24 hours/day, 7 days a week for Enterprise subscriptions, and 24 hours/day, 5 days a week for Unite, Rise and Starter subscriptions.
The enterprise plan customers will be provided with an update every 2 hours (from the time the issue was raised and last updated by the support engineer till issue resolution) for level 1 severity issues that are reported as tickets via the platform.