Zaidesk Delivery Policy

1. Introduction
Welcome to Zaidesk! Our commitment to providing excellent customer support is a top priority. This Customer Support Delivery Policy outlines the principles and practices that govern our support services for users of our Software as a Service (SaaS) platform.

2. Support Channels
We offer support through the following channels:

a. Helpdesk System
Our primary support channel is the helpdesk system available on our platform. Users can submit support tickets, track their progress, and communicate with our support team.

b. Knowledge Base
We maintain a comprehensive knowledge base that includes articles, tutorials, and FAQs to assist users in finding answers to common questions.

c. Email Support
Users can also contact our support team via email at support@zaidesk.com. We strive to respond to email inquiries as per our SLA (point#4).

d. Chat Support
Chat support is available by 24/7. Users can reach our support team via the chat feature on our platform.

3. Support Availability
Our support team is available 24/7. 

4. Response Times
We are committed to providing timely responses to support inquiries. Response times may vary based on the priority level assigned to the support request:
Critical Issues: 2 hours
High Priority Issues: 4 hours
Medium Priority Issues: 12 hours
Low Priority Issues: 24 hours

5. Issue Resolution
Our goal is to resolve issues as quickly and efficiently as possible. The resolution time may vary based on the complexity of the issue. We will provide regular updates on the status of the support request.

6. Escalation Process
If a support issue is not resolved within the specified time frame or requires further attention, it will be escalated to higher levels of support or management as needed.

7. User Responsibilities
To facilitate effective support, users are responsible for providing accurate information about the issue, cooperating with support personnel, and adhering to any troubleshooting steps recommended.

8. Feedback and Improvement
We value user feedback as it helps us improve our services. Users are encouraged to provide feedback on their support experience, and we regularly review feedback to enhance our support processes.

9. Policy Changes
This policy is subject to change without notice. Users will be notified of any significant changes to the support delivery policy.

If you have any questions concerning our Delivery policy, please contact us at: support@zaidesk.com