Support Hours & SLA
Contact us at [email protected] or fill out this form
Reach our Support Team within our Platform
At Holistics, we are committed to providing support for our users. To get the assistance you need, follow these steps to access our Contact Support form within our platform.
Please note that we primarily offer email support. However, in case of critical bugs that require live diagnosis by our engineers, we may initiate video calls. We will keep you informed about the support method to be used.
Status Page
You can visit our Status Page at https://status.holistics.io for Holistics's current status.
Severity Level and Response Time
Holistics will respond to the support email incidents and requests based on the following response times for the associated severity level.
| Severity Level | L1 | L2 | L3 |
|---|---|---|---|
| Description | Critical impact on application systems such that business operations are crippled and business-critical work cannot continue. | Software is still operational, but system function and performance are materially degraded to the extent that it causes a major impact on business operations and productivity. | Software is usable but non-critical functionality or system components are affected while most operations are unaffected. |
| Response Time | 1 business day | 2 business days | 3 business days |
“Response” means that Holistics will make commercially reasonable efforts to respond to your email request or phone calls received during Holistics Business Hours.
Holistics may revise the priority level upward or downward and modify the order, classifications and method of responding to and/or addressing such issues, if any, at any time.
Suggested Support Information
Providing the below information in your support email will help to speed up the investigation and problem resolution. Holistics may also need to get more information from you to resolve the issue.
- Report ID(s) or Definition ID(s) affected:
- Job Run/Execution ID(s) affected:
- User ID(s) affected:
- Indicative time-period it happens
- Supplementing Information (if any)
- Screenshot of Timeout/Error Pages (if any),
- Attachment (if applicable for data imports)