Yes, at Insights Ready, we have established a Service Level Agreement (SLA) to define our commitment to providing timely and effective support to our customers. Our SLA is designed to ensure that you receive the highest level of service and support for any issues or inquiries related to our Power BI and Magento 2 integration solutions. This agreement outlines our response times, the scope of support provided, and any exceptions, giving you a clear understanding of what to expect from our customer support team.

Response Times

Our SLA specifies the maximum response times for different types of support inquiries, ensuring that you receive prompt assistance. These response times vary depending on the severity of the issue, with critical issues receiving the fastest response. Our goal is to address and begin resolving urgent issues as quickly as possible, minimizing any impact on your business operations.

Scope of Support

The SLA details the scope of support covered, including troubleshooting, bug fixes, and guidance on using our products effectively. We are committed to providing comprehensive support to resolve any technical issues, assist with product configuration, and offer best practices for integrating Power BI with Magento 2.

Exceptions

While our SLA covers a wide range of support scenarios, there are exceptions. These might include issues arising from third-party software not directly related to our product, customizations not supported by our platform, or problems that stem from user error. Our SLA document provides a detailed list of what is and isn't covered, ensuring transparency and setting clear expectations.

Accessing the SLA Document

For detailed information on our SLA, including specific response times, coverage, and exceptions, we encourage you to refer to the SLA document. This document is available to all our customers and can be accessed through your customer account on our website or by contacting our customer support team directly.

In summary, our SLA reflects our dedication to providing exceptional support and service to our customers. It outlines our response times and the comprehensive support we offer, ensuring that you have a clear understanding of our commitment to your success and satisfaction.