General Support Email: info@digilabs.ai
Escalation Team Email: admin@digilabs.ai
Languages: English
General support is available 24 hours / 7 days a week via email.
Our standard Business-Hours Coverage Window is five days per week (standard business days) from 10:00 AM to 7:00 PM.
Customers can open support requests at any time. Response-time Service Level Agreements (SLAs), detailed below, are measured according to the specified time zone.
The Standard Response Time for all support requests is within 48 hours from receipt of the request, for all severities covered by this support plan unless otherwise specified in a separate agreement.
If an issue is not resolved within the normal support process, customers may escalate the case.
Customers should wait at least 48 hours from the time of the initial support request before requesting escalation, unless a critical business impact justifies an earlier escalation.
Reply to the existing support ticket or email thread and clearly indicate that this is an “Escalation Request”.
Send the escalation request to the escalation team at admin@digilabs.ai.
Include a short description of the current impact, and any key stakeholders that should be copied on the communication.
Once an escalation has been accepted by the Digilabs escalation team, customers will receive an update on the status of the escalated issue at least every 12 hours until a resolution or a mutually agreed workaround is provided.