Politique de support
Dernière mise à jour: 12 Janvier 2025
At NezChat, we are dedicated to providing exceptional support to ensure you get the most out of our AI-powered customer support chatbot platform. This policy outlines our support services, availability, and response time commitments.
1. Canaux de support
Support par Email
Available for all plans. Send us detailed inquiries and we'll get back to you.
support@nezchat.comChat en direct
Available for Professional and Enterprise plans within the dashboard.
2. Heures de support
Disponibilité du support
As a global SaaS platform, our systems are monitored 24/7/365. Our support team operates globally to ensure timely responses to your inquiries.
État du système: Opérationnel 24/7
3. Cibles de temps de réponse (SLA)
We strive to respond to all inquiries as quickly as possible. Our target initial response times are based on your subscription plan and issue severity.
| Plan | Demandes générales | Problèmes critiques |
|---|---|---|
| Démarrage | Sous 24 heures | Sous 12 heures |
| Pro | Sous 8 heures | Sous 4 heures |
| Entreprise | Sous 4 heures | Sous 1 heure (24/7) |
4. Portée du support
Ce que nous supportons
- Issues accessing or using the NezChat platform
- Configuration and setup assistance
- Diagnosis of technical errors or bugs
- Billing and account management inquiries
- Clarifications on documentation
Ce qui n'est pas supporté
- Custom code development outside our API/SDKs
- Third-party system integrations not officially supported
- Network or hardware issues on the customer's end
- Training of customer's own staff (unless purchased separately)