We want to be clear as to what kind of support and when you can expect it from us.

So the purpose of this support SOP is to make you aware of what you can expect from us but at the same time we expect from you when submitting tickets.

What to expect from UChat support?

UChat support has a few layers of support in order to best help all its users. Below we will specify what layers these are so you can always refer to them whenever needed.

General guidance

Whenever you are unsure on how to build something, unsure about your setup then UChat support will provide general guidance on a good approach to either solve the issue you are having or how to build a certain setup.

Troubleshooting

When there is a feature or integration not working as described in our documentation which you can find here, then we will investigate the issue by trying to replicate the reported issue in the user workspace as well as ours.

If it is confirmed a verified bug then we will report this to our development team for review and resolution.

If it seems to be a user setup issue instead then we will provide insights as to what the issue is and how you could resolve it.

Request to build automation or resolve user setup issues

Some users prefer if support can build the automation instead or resolve the existing issues.

This lies outside the scope of our normal support but we do have an option which is called paid consultation. It is an option for you to “hire” our team to build your solution or resolve an existing setup by purchasing a consultation package.

Before you do this we advise you to reach out to support by submitting a ticket to ticket@ticket.com.au so we can first review what you need and advise on which package would best fit.

Support replies

Depending on the type of issue we will give you general timeframes in which you can expect initial replies from us regarding different use cases:

• Platform features and integrations tickets -› within the hour from Monday-Saturday

• Billing or payment issues -› within 36 hours unless mentioned otherwise from Monday-Saturday

• Platform bugs -› within 48 hours unless mentioned otherwise. Often sooner but depends on the complexity of the bug

What we expect from you

Before submitting a ticket with an issue we do require you to provide the upfront support towards your clients before contacting us. ONLY when it seems after extensive troubleshooting you cannot resolve the issue you can submit a ticket to us.

Below we will lay out what we expect and need from you.

Initial troubleshooting

We require you to do the initial troubleshooting when clients report an issue to you. Just like we would you can do the following before reaching out to us:

• Go into the client’s workspace and bot and investigate the reported issue

• Check the error log to find out whether or not something might indicate an issue on that front

• Go into the setup and preview it to see if the issue can be replicated

• If it is replicable then go into one of your own workspace and see if them same issue can be recreated

• Determine whether it is a user setup issue or a platform bug

Submitting a ticket

If the issue after your initial troubleshooting cannot be resolved then you are to provide the following when submitting a ticket:

• Workspace id

• Bot name

• Flow name

• Explanation of the issue

• Findings of your own initial investigation into matter going over the points mentioned in the Initial Troubleshooting

• Provide a simplified flow for testing purposes by our team

• Provide a step by step description to replicate the error

The reason why we request these steps to be taken is because being the agency you are responsible for the initial support for your clients and these are the steps we take ourselves when providing support to our regular users.

It will also provide us with enough insights as to the details of the issue and help troubleshoot faster.

If any of the details are missing we might request for them before we can provide the proper support and help you resolve any issues you might have.