Working days: Monday to Friday from 9:00 am to 6:00 pm
Contact channel: Support Center.
Glossary and explanations
- First response time: the maximum time in which the incident is assigned to one of our analysts. The time is counted from the moment the client communicates the incident to Aivo.
- Resolution time: maximum resolution or response time. The time counts from the moment the customer makes the communication to Aivo. The customer must cooperate in the event that its systems, or those of third parties contracted, are involved in the resolution of the conflict; otherwise, any delay will be taken into account in the calculation of the time.
- Primary Service: service consumed by the end user (e.g. conversations in Virtual Assistant, Live human assistance, access to Help articles, Voice telephone assistance) and the basic functions that allow its operation.
- Aivo Platforms: Virtual Assistant and Live. Both sites must allow the use of basic reporting, content management, and account management functionalities.
- Support methodology: will always be remote.
- Channels: Any exchange or commitment assumed must be recorded in writing via mail/ticket. Eventually, and if necessary, a telephone, Google Meet, or Skype contact may be requested, leaving any agreement in writing.
- New functionalities: Aivo does not guarantee the execution of a modification request on the product or platforms outside the operational scope. Nor is it obliged to issue implementation dates. For this purpose, the company makes available a web space for registration and follow-up of orders (via email). The person who adds or subscribes to an existing proposal will be notified if it is approved.
Integrations 24x7 Support Considerations
- 24x7 integrations support is applicable only for blocker and high-priority incidents related to integrations built by Aivo.
- When a customer contracts this type of support, they will be provided with a dedicated phone number to contact on-call.
- The 24x7 support for integrations is a passive service, i.e., it is activated once the customer contacts the guard.
- In the event that Integrations 24x7 support determines that the incident originates in the client's or third-party systems, it will provide evidence of the case and proceed to close the incident.
- Integrations 24x7 support does not apply to self-service integrations.