Amadeus invests in Acai Travel to accelerate generative AI across the travel industry. Read the announcement!
Amadeus invests in Acai Travel to accelerate generative AI across the travel industry. Read the announcement!
Amadeus invests in Acai Travel to accelerate generative AI across the travel industry. Read the announcement!

Support Plans

We understand you run a mission-critical operation. We are here to help you with the plan that can best support your business.

Basic Plan

01.
P1: Critical Impact
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02.
P2: Moderate Impact
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03.
P3: Minor Impact
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Hours of operation: Weekdays 6am to 6pm ET
Support channels available: Email
Incidence Type: P1 - Critical Impact

Incidence coverage:
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Service outages: Complete unavailability of the service or
significant parts of it.
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Performance degradation: Slower-than normal response
times or reduced performance.
Reponse time: 4 Hours

Hours of operation: Weekdays 6am to 6pm ET
Support channels available: Email
Incidence Type: P2 - Moderate Impact

Incidence coverage:
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Functional issues: Specific business-critical features
or functionalities not working as expected.
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User access problems: Issues related to user authentication,
authorization, and access control.
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Update/deployment issue: Problems arising from new
software updates, patches, or deployments.
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Third party service failures: Issues caused by the failure
of integrated third-party services or dependencies.
Response time: 24 Hours

Hours of operation: Weekdays 6am to 6pm ET
Support channels available: Email
Incidence Type: P3 - Minor Impact

Incidence coverage:
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Functional issues: Specific non business-critical features
or functionalities not working as expected.
Reponse time: 7 days

Premium Plan

01.
P1: Critical Impact
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02.
P2: Moderate Impact
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03.
P3: Minor Impact
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Hours of operation: 24/7 support
Support channels available: Email, phone, chat
Incidence Type: P1 - Critical Impact

Incidence coverage:
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Service outages: Complete unavailability of the service or
significant parts of it.
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Performance degradation: Slower-than normal response
times or reduced performance.
Reponse time: 1 Hour

Hours of operation: Weekdays 6am to 6pm ET
Support channels available: Email
Incidence Type: P2 - Moderate Impact

Incidence coverage:
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Functional issues: Specific business-critical features
or functionalities not working as expected.
Icon
User access problems: Issues related to user authentication,
authorization, and access control.
Icon
Update/deployment issue: Problems arising from new
software updates, patches, or deployments.
Icon
Third party service failures: Issues caused by the failure
of integrated third-party services or dependencies.
Response time: 4 Hours

Hours of operation: 24/7 Support
Support channels available: Email, phone, chat
Incidence Type: P3 - Minor Impact

Incidence coverage:
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Functional issues: Specific non business-critical features
or functionalities not working as expected.
Response time: 3 Days
If you need additional information regarding support policies at Acai Travel, let us know at development@acaitravel.com


If you want to know more about how we ensure our platform and services are compliant, you can reach out to us at compliance@acaitravel.com