Technical Support Services
Dataexceed LLC will provide technical support services relating to the SaaS Services via webform at roboquery.com or via the roboquery community forum. Support services are available in English language.
Technical support services are provided in the form of tickets, categorized as follows:
- Incidents - Technical in nature, where the Roboquery Platform is not working as designed or in the way the solution has been architected, signed-off on and delivered to the Customer. Misconfigurations or issues generated by incorrect data provided by the Customer or its business partners are not considered incidents
- Help Request (Question /Assistance request) - Platform usage and
end-user assistance
- Service Requests - Configuration change requests / minor enhancements in the current customer implementation including but not limited to certain Roboquery provided non-self-serviceable services on the customer account
Support Hours
| Type of Ticket | Support Hours |
| Any | From 9 AM to 5 PM during normal business days in the EST time zone |
Support SLA
| Type of Ticket | Response Targets |
| Incident | Incidents responded to within 2 business days |
| Help Request | Help Requests responded to within 2 business days |
| Service Request | Service Requests responded to within 3 business days |