Response Time Expectations
At Brainox AI, we prioritize timely and effective support to ensure that your software or website development issues are addressed as soon as possible. The response time varies based on the urgency and complexity of the issue. Below is an overview of our typical response times:
1. Critical Issues (High Priority)
- Examples: Website down, major software bugs, payment gateway issues, security breaches.
- Response Time: Within 1-2 hours.
- Resolution Time: These issues are addressed immediately, and resolution may vary depending on the complexity but will be treated as a top priority.
2. Urgent Issues (Medium Priority)
- Examples: Errors affecting website functionality, broken links, minor bugs in software that disrupt operations.
- Response Time: Within 4-6 hours.
- Resolution Time: Typically resolved within 24-48 hours, depending on the complexity of the issue.
3. Standard Issues (Low Priority)
- Examples: Feature requests, minor layout issues, general inquiries, or non-critical website updates.
- Response Time: Within 24 hours.
- Resolution Time: Typically resolved within 3-5 business days, depending on the nature of the request.
4. Billing and Account Queries
- Examples: Invoice inquiries, payment issues, subscription management.
- Response Time: Within 24-48 hours.
- Resolution Time: Usually resolved within 1-3 business days, depending on the complexity of the inquiry.
5. New Development Requests
- Examples: Requests for new software features, major website updates, or integrations.
- Response Time: Initial response within 24-48 hours to acknowledge the request.
- Resolution Time: Timelines for completion will vary based on the scope of the request and will be discussed in detail after the initial assessment.
Factors Influencing Response Time
While we strive to adhere to these response times, some factors may affect resolution times, such as:
- Complexity of the issue.
- Additional Information required from you.
- Third-party dependencies, like hosting providers or external tools.
We are committed to keeping you informed throughout the support process, and you’ll receive updates as your ticket progresses. Should you need faster resolution, please prioritize your ticket appropriately when submitting.