Web Support is available to all clients 24x7.
General support will be provided remotely. If support is required for the Aavaz Box, the customer is to make available the ability for Aavaz customer support representatives to access required system. Customer premise visits will be chargeable and any travel expenses will be discussed before the visit and payable by the customer.
Hours are determined based on the country that the is nearest to the customer purchasing the services and currency of purchase.
India Standard Hours: 10 AM IST to 7 PM IST.
USA Standard Hours: 8 AM PST to 5 PM PST.
If customer is looking for support outside the standard hours for their respective country then premium support or additional support packages will have to be purchased.
Tickets raised will be classified into 2 categories by our customer support representatives. A third category will be available for general questions.
This level is the highest priority for our team. Issues are marked as Priority 1 due to complete loss of service, outage, or failure of a business critical feature. Items are marked Priority 1 when a client is not able to make calls and there is no temporary work around.
Issues prioritized as blue are attended to immediately after any priority red items are handled.
This is a special request item for product questions, feature requests or clarifications. Has no or minimal impact on ongoing operations for a customer.
If the customer requires that Aavaz be customized for their specific needs, and the customization is not generalized and will not apply to most other Aavaz customers then the specific instance will be categorized as a "Customized Aavaz" instance. The following lists the support, maintenance and management impact of using a customized instance.
This Service Level Agreement outlines the level of service that customers should expect from Aavaz. This is applicable to the web application and web services that provide access to the services. It does not apply to the Aavaz box, the Android app or the many other components on the internet that go towards making it possible for you to access the service. For example, if your internet connection with your ISP drops or is sub standard then it will not be measured as Aavaz downtime.
All customer premise equipment, including the Aavaz box will have separate agreements and general best practices related to availability and redundancy must be thought of by the customers.
Downtime is measured as a customer reported time that the Aavaz web application/service is not accessible by them AND anyone else on the internet. If the customer reports that the service is not available and Tekege can access the service then the reported downtime will not be counted. SLA's are provided on a monthly basis of a standard month of 30 days.
In addition to non availability of service, items classified as "Red" by our support team that stop the customer from being able to carry out their calling activities based on functionality that is provided by Aavaz, but not functioning as designed or providing response times less than 60 seconds (Other than items that are expected to be long running like imports, reports, dashboards).
The system needs to be continuously upgraded to provide you with the latest features. For this we will be planning once a month a thirty minute window to update any code changes for bug fixes and new features. The customer will be notified ahead of time and the customer will be required to select which zone they are making calls. These are typically scheduled on Sundays on off hours as indicated by customer at the time of signing up. The planned downtime will not be counted towards the downtime calculations.
One credit allows you to have one active caller using Aavaz for a month. You need at least one credit at all times to keep your account active. Managers and Sales users are free and don’t require credits. You purchase credits at the beginning of your billing cycle. If you add another credit mid-cycle you only have to pay for the remainder of your billing cycle. Credits are automatically renewed at the beginning of your billing cycle. Credits that are unused will automatically be cancelled at the end of your billing cycle to save you money.
Using credits means you pay for what you actually use, and not a penny more. Many services offer the user system, which can be a waste of money. Why? Because whether or not the user does anything in the system, you still have to pay for them. With the credit system, you buy a credit and then you can create a user and have them start making calls. Should you decide half way through the month that you no longer want John to make calls but would like Jane to start making those calls.
You simply deactivate John and transfer the credit to Jane.
Aavaz will automatically lower the number of credits you have at the end of the billing cycle based on the number of active callers. Since you pay in advance for the credit there is no need for you | to try and reduce the credit you’ve already paid for mid-cycle. You can turn down the active callers to a minimum of one. As the credits are lowered at the end of the billing cycle you can continue using them till then.
The billing cycle starts from the day that you open your Aavaz account, and is automatically renewed every 30 days. If for some reason we are not able to charge your card you will receive an email alert. After 15 days, the account will automatically be deactivated and then deleted if the payment is not received in the following 15 days. Once an account has been deleted all data related to that account would no longer be accessible or retrievable.
If for any reasons, you want to discontinue the services of Aavaz, you can cancel your account before the start of the next billing cycle. Only the Account Owner can cancel the account.
Refunds are issued only for reported down time for the time that Aavaz was down. Credits once purchased are not refunded for any other reason. You can cancel the account at anytime from the account management section and you will not be billed any further.
Aavaz will not be liable for any financial / business / information loss due to malfunction of Aavaz for any reason whatsoever.
Standard SLA and Standard Support customers are given the following training sessions free of charge.
We strongly recommend that the customer avail the sessions for the best outcome with Aavaz. We also recommend that the customer take one set of sessions first and then follow up a few days later after having made calls for both training and best practice remediation. Questions tend to rise only after using the service.
Premium SLA/Support customers can avail 1 additional session per user type each month.
Sessions are scheduled during standard office hours for the customers time zone. If customer would like to request off hours training add 50% to charges above.