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Priority Definition

Priority Definition

Support issues are categorized according to priority scale. Our Support team uses the following definitions to ascertain a ticket's Priority Levels as per Service Level Agreement.

  • Priority Definition

    Subscription Service is down or unavailable: the situation halts business operations and no procedural workaround exists.

  • Priority Definition

    Important features of the Subscription Services are not available: the situation is causing a high impact to portions of business operations and no reasonable workaround exists.

  • Priority Definition

    A routine technical issue: information requested on Subscription Services capabilities, installation or configuration and acceptable workaround available.

Support Plan

Items/Editions
Cloud Edition
DataCenter Edition & SearchUnify Platform Edition
Service Status Page
Yes
Yes
Email Support
Yes
Yes
Phone Support
No
Yes
Support Hours
24x5
24x7
Severity Type
Initial Response Time
Severity 1
90 minutes
45 minutes
Severity 2
6 hours
4 hours
Severity 3
48 hours
24 hours
Training / Consulting
0 hours
10 hours
Help Center / Admin Panel Users
5 Users
15 Users
Customer Success Manager
No
Yes

Product Documentation

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User Guides

Quick reference guides for the best use of SearchUnify

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Developer Guides

Resources to learn and build from SearchUnify APIs

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What Clients Are Saying About SearchUnify's Support Services

The support is phenomenal. They are extremely responsive and take feedback to heart. The company genuinely wants to provide features that their customers suggest and request.

Priority Definition

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In case the support portal is not accessible, write to us at support@searchunify.com