Support Policy
Last updated: January 12, 2025
At NezChat, we are dedicated to providing exceptional support to ensure you get the most out of our AI-powered customer support chatbot platform. This policy outlines our support services, availability, and response time commitments.
1. Support Channels
Email Support
Available for all plans. Send us detailed inquiries and we'll get back to you.
support@nezchat.comLive Chat
Available for Professional and Enterprise plans within the dashboard.
2. Support Hours
Support Availability
As a global SaaS platform, our systems are monitored 24/7/365. Our support team operates globally to ensure timely responses to your inquiries.
System Status: Operational 24/7
3. Response Time Targets (SLA)
We strive to respond to all inquiries as quickly as possible. Our target initial response times are based on your subscription plan and issue severity.
| Plan | General Inquiries | Critical Issues |
|---|---|---|
| Starter | Within 24 hours | Within 12 hours |
| Professional | Within 8 hours | Within 4 hours |
| Enterprise | Within 4 hours | Within 1 hour (24/7) |
4. Scope of Support
What We Support
- Issues accessing or using the NezChat platform
- Configuration and setup assistance
- Diagnosis of technical errors or bugs
- Billing and account management inquiries
- Clarifications on documentation
What Is Not Supported
- custom code development outside our API/SDKs
- Third-party system integrations not officially supported
- Network or hardware issues on the customer's end
- Training of customer's own staff (unless purchased separately)