Summary
- Our Customer Care team is always happy to help you with any support queries that may arise
- You can contact us via email or by opening a support ticket, or via a WhatsApp message, and we will provide you with guided solutions
- We strive to provide you with excellent customer service and quick resolutions
Support Terms & Conditions
Infraspeak offers support services for its web and mobile applications in accordance with the following terms:
1. Support Hours: Support is provided from 9AM to 9PM WET.
2. Ticket Submission: Customers may raise support queries by contacting Infraspeak via the Customer Portal - Infraspeak Academy, via the Infraspeak applications, via email at [email protected], and via WhatsApp at +351 220980140.
Customers can raise as many support tickets per month as defined in the Support & Success Plan acquired in their contracts.
3. Support Priorities: Infraspeak's Customer Care team categorizes support tickets under four different priorities, according to the Support & Success Plan acquired in your contract: Low; Medium; High; Urgent:
4. Response and Resolution Times: Our Customer Care team aims to provide you with a first response according to the ticket’s priority:
Low: 2 business days
Medium: 1 business day
High: within 12 business hours
Urgent: within 4 business hours
Infraspeak’s Customer Care team strives to resolve all support tickets within 24 working hours. Please note that the ticket’s complexity, need for escalation, backlog periods, and other factors outside our control may affect this resolution goal.
NOTE: Support queries and the abovementioned goals do NOT include Technical Service requests, i.e. tasks which involve database actions (such as recovering deleted elements, consulting logs, bulk actions, bulk updates, specific file uploads, etc). Those Technical Service requests are subject to a personalized quote.
5. Disclaimer: Please note the above priorities, timeframes and objectives are intended to provide general guidance on how Infraspeak handles support tickets. Any response times or resolution timeframes in this document are non-binding targets, and do not create any representations, warranties, obligations or liabilities. Your agreement with Infraspeak governs any use of the applicable service(s) level agreement and any related issues.