How do I raise a support ticket? Email the support address for your service, use the in-platform ticket form, or call your Delivery Manager for anything urgent. Every request is logged as a ticket — this protects you, because a ticket has an SLA and a WhatsApp message does not. Related: 17_Support/02_Ticket_Workflow.md
What are your support hours? Corporate support Monday–Saturday 10:00–19:00 IST. Contracted operations run to their own SLA including 24x7 where the SOW specifies it. Platform S1 incidents are covered outside business hours.
What are the response times?
| Priority | Definition | First response | Target resolution |
|---|---|---|---|
| P1 | Service down, no workaround | 30 minutes | 4 hours |
| P2 | Major function impaired | 2 hours | 1 working day |
| P3 | Minor issue, workaround exists | 1 working day | 3 working days |
| P4 | Request or cosmetic | 2 working days | Next release |
What counts as P1? Production down, a live campaign unable to take calls, data loss, or a security incident. Not: a report formatting issue at 11pm.
Something is wrong right now and nobody is answering. Escalate. The ladder is Delivery Manager → Function Head → Director, with contacts in 22_Contacts/02_Escalation_Contacts.md. Nobody at Akontec is penalised for being escalated to; they are held accountable for being unreachable.
How do I get platform access for a new user? Your account admin raises the request; we provision within one working day with role-based access. Access is least-privilege by default — ask for the role, not for "admin".
I've forgotten my password. Use the self-service reset. Support will never ask you for your password, and you should never send one over email or WhatsApp.
Is there scheduled maintenance? Yes, in a defined window with advance notice. Scheduled maintenance is excluded from SLA measurement.
How do you handle a security incident? Contain, assess, notify. Affected clients are informed, and notification to authorities is made where required. See 24_Compliance/03_Information_Security_Policy.md.
Can we get an API? Available for several platform modules. See 10_SaaS_Products/07_API_Documentation.md and raise a request for credentials.
Do you provide uptime guarantees? Uptime targets are stated per product in the SOW, with defined exclusions (scheduled maintenance, third-party outages, force majeure). Service credits are the remedy where they apply.
How long do you keep call recordings? Per the client's SOW; default 90 days. Retention beyond that is configurable and priced with storage. Related: 24_Compliance/06_Document_Retention.md
Can we export our data? Yes, at any time and on exit. Your data is yours. Export formats and the exit process are in the SOW.
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