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:
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:
Incidence Type: P3 – Minor Impact
Incidence coverage:
- Functional Issues:
- Specific non business-critical features or functionalities not working as expected.
Response Time:
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:
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:
Incidence Type: P3 – Minor Impact
Incidence coverage:
- Functional Issues:
- Specific non business-critical features or functionalities not working as expected.
Response Time:
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]