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