Service Level Agreement 

Service Level Agreement (SLA) for Customer Support

Welcome to our Service Level Agreement (SLA) page. At Sanarise Teknoloji, we are committed to providing our  clients with exceptional customer support. This page outlines the levels of service you can expect from our support team.


Ticket Types

The following ticket types are covered under our SLA:

  1. Report a Problem/Bug
  2. (Partners) Request Partner User/Role
  3. Report a Problem (Due to Changes in Main Code)
  4. Question in Use or Configuration of Odoo
  5. Other
  6. Website Issue
  7. Cannot Access Website/Database
  8. Request for Customization/Modifications
  9. Automation Request
  10. Emails Deliverability Issue
  11. Request New Odoo Licenses
  12. Increase Server Capacity (Storage - RAM - CPU)
  13. Submit a Complaint Directly to Management (Not Seen by Team)
  14. Request a Report (e.g., Website Status, Helpdesk Insights, Bandwidth, Storage)
  15. *(Partners/Trainees) Request 1 Month FREE Odoo Access for Training


Response and Resolution Times

We categorize issues into four priority levels, each with specific response and resolution times:

  1. Critical Issues
    • Description: System is down or major functionality is severely impacted.
    • Initial Response Time: Within 1 hour
    • Resolution Time: Within 7 hours
    • Applicable Types:
      1. Report a Problem
      2. Report a Problem (Due to Changes in Main Code)
      3. Cannot Access Website/Database
      4. Email Deliverability Issue 
  3. High Priority Issues
    • Description: Significant impact on functionality, but the system is operational.
    • Initial Response Time: Within 2 hours
    • Resolution Time: Within 12 hours
    • Applicable Types:
      1. Report a Problem
      2. Report a Problem (Due to Changes in Main Code)
      3. Cannot Access Website/Database
      4. Email Deliverability Issue 
      5. Website Issue
  4. Medium Priority Issues
    • Description: Moderate impact on functionality with workarounds available.
    • Initial Response Time: Within 4 hours
    • Resolution Time: within 72 hours
    • Applicable Types:
      1. Report a Problem
      2. Report a Problem (Due to Changes in Main Code)
      3. Cannot Access Website/Database
      4. Email Deliverability Issue 
      5. Website Issue
      6. Automation Request
      7. Question in Use or Configuration of Odoo
      8. Request New Odoo Licenses
      9. Increase Server Capacity (Storage - RAM -CPU)
      10. Request a Report (Website Status, Helpdesk Insights, Bandwidth, Storage...etc)
  5. Low Priority Issues
    • Description: Minor impact on functionality or general inquiries.
    • Initial Response Time: Within 8 hours
    • Resolution Time: TBA
    • Applicable Types:
      1. Request for Customization/Modifications
      1. Other


Resolution Time Disclaimer

The resolution time for any ticket begins after the qualification stage. This stage is mandatory to understand and accurately diagnose the issue. The qualification stage ensures that the reported issue is categorized correctly and all necessary details are gathered to provide an efficient resolution.

Note: The start of the qualification stage coincides with the initial response time as per the defined SLA priority levels.


Guidelines for Clients to Reduce Qualification Time

To help expedite the qualification process and ensure a faster resolution, we recommend the following best practices when submitting a ticket:

  1. Provide Detailed Descriptions:
    • Clearly describe the issue, including any error messages, affected modules, or specific actions leading to the problem.
  2. Attach Supporting Documents:
    • Include screenshots, logs, or videos that illustrate the issue or error.
    • For system performance or server-related issues, provide relevant details like usage patterns or configurations.
  3. Specify Urgency and Impact:
    • Explain the urgency of the issue and its impact on operations. For example, clarify whether it affects a single user, department, or the entire system.
  4. Use the Correct Ticket Type:
    • Select the most appropriate ticket type (e.g., Report a Bug, Request Customization) to ensure the issue is routed to the right team.
  5. Contact Point Details:
    • Share the contact information of a knowledgeable person available for follow-ups during the qualification stage.
  6. Verify Changes:
    • Confirm if any recent system updates or modifications might be related to the issue.


Support Availability

  • Standard Support: Our support team is available Monday to Friday, from 9 AM to 6 PM.
  • Extended Support: We provide 24/7 support for critical issues to ensure your operations run smoothly.


Communication Channels

To provide you with the best support, we offer multiple communication channels:

  • Support Ticket System: Use our ticketing system to log all support requests for efficient tracking and resolution.
  • Email: For follow-ups and less urgent matters, reach us at [email protected].
  • Phone: For critical and high priority issues, call us at +90 552 849 45 29.


Escalation Procedures

If your issue is not resolved to your satisfaction, you can escalate it through the following steps:

  1. First Level: Contact your assigned support representative.
  2. Second Level: Reach out to the support team lead.
  3. Final Level: Contact the company manager at [email protected].


Performance Metrics

We continuously monitor our performance to ensure we meet our SLA commitments. This includes tracking:

  • Response times
  • Resolution times
  • Customer satisfaction through regular surveys


Monthly Feedback Meetings

To ensure continuous improvement and alignment with your needs, we conduct monthly feedback meetings with our clients. During these meetings, we:

  • Review the past month's performance and support interactions.
  • Gather your feedback on our service and any areas for improvement.
  • Discuss any upcoming needs or projects.
  • Address any concerns or issues you may have.

These meetings are crucial for us to maintain a high standard of service and ensure your satisfaction.


Regular Reviews

We review our SLA performance quarterly and make adjustments based on customer feedback and performance data to better serve you.

We are committed to providing you with reliable and efficient support. If you have any questions about our SLA, please contact us at [email protected].


Special Circumstances

If more than three issues are opened on the same day by the same client, the SLA times and ticket priorities will be reviewed and may require adjustments based on resource availability and operational feasibility. Our team will coordinate with the client to align expectations and define a realistic resolution plan.


Updated on: 22nd of November 2024