Support Plans

We understand you run a mission critical operations, we are here to help you with the plan that can support your business best

Basic Plan

Hours of operations

Acai Basic Plan provides support during weekdays 6am ET to 6pm ET

Support channels:

Email

Incidence Type: P1 – Critical Impact

Incidence coverage:

  • Service Outages:
    • Complete unavailability of the service or significant parts of it.
  • Performance Degradation:
    • Slower-than-normal response times or reduced performance.

Response Time:

  • 4 Hours

Incidence Type: P2 – Moderate Impact

Incidence coverage:

  • Functional Issues:
    • Specific business-critical features or functionalities not working as expected.
  • User Access Problems:
    • Issues related to user authentication, authorization, and access control.
  • Update/Deployment Issues:
    • Problems arising from new software updates, patches, or deployments.
  • Third-Party Service Failures:
    • Issues caused by the failure of integrated third-party services or dependencies.

Response Time:

  • 24 Hours

Incidence Type: P3 – Minor Impact

Incidence coverage:

  • Functional Issues:
    • Specific non business-critical features or functionalities not working as expected.

Response Time:

  • 7 days

Premium Support Plan

Hours of operations

Acai Premium Plan provides support 24/7

Support Channels: Email, Phone, Chat

Email, Phone, Chat

Incidence Type: P1 – Critical Impact

Incidence coverage:

  • Service Outages:
    • Complete unavailability of the service or significant parts of it.
  • Performance Degradation:
    • Slower-than-normal response times or reduced performance.

Response Time:

  • 1 hour

Incidence Type: P2 – Moderate Impact

Incidence coverage:

  • Functional Issues:
    • Specific business-critical features or functionalities not working as expected.
  • User Access Problems:
    • Issues related to user authentication, authorization, and access control.
  • Update/Deployment Issues:
    • Problems arising from new software updates, patches, or deployments.
  • Third-Party Service Failures:
    • Issues caused by the failure of integrated third-party services or dependencies.

Response Time:

  • 4 Hours

Incidence Type: P3 – Minor Impact

Incidence coverage:

  • 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 Acai Travel, we are there to hear you out at [email protected]

If you want to know more about how we ensure our platform & services are compliant, you can reach out to us at [email protected]