SLA + Support

This Service Level Agreement (“SLA”) and Support documentation outlines the support commitment and service levels provided by senang.io (“senang.io”, “we”, “us”, or “our”) to our customers and partners.

By using senang.io services, you agree to comply with the terms in this SLA as well as our applicable Terms of Service and policies.

SLA + Support

1. Overview

1.1 This SLA explains the types of support available, expected response and resolution targets, and responsibilities for both senang.io and you as the customer.

1.2 SLA and Support apply to issues raised through official support channels by authorized users.
1.3 “Service Availability” refers to the operability of core platform features that senang.io is responsible for maintaining.

2. Definitions

2.1 Incident – Any unplanned interruption or reduction in the quality of a service.

2.2 Request – A general support or information request that does not affect service functionality.
2.3 Priority Levels – Classification of issues based on impact and urgency:
- Critical: Complete service outage or security breach with business‑critical impact.
- High: Major functionality impaired for multiple users.
- Medium: Partial impact with workaround available.
- Low: Minor issue, general request, or enhancement suggestion.

3. Account Registration

Support is available via the following official channels:
- Email Support – Submit detailed tickets to: customercare@senang.io
- Dashboard Support – Use the in‑app support ticketing function.
- Live Chat – Available through your dashboard (when enabled).
- Documentation & Knowledge Base – Online guides and FAQ available for self‑help.

When contacting support, please include:
- Your senang.io account or partner ID
- A clear description of the issue
- Screenshots or logs, where applicable

4. Response & Resolution Targets

senang.io aims to respond to and resolve issues based on their priority level:

Critical
Response Time: Within 2 business hours
Acknowledgement: Immediate
Example: Complete service outage or security breach affecting business-critical functions

High
Response Time: Within 4 business hours
Acknowledgement: Within 1 business day
Example: Major functionality impaired for multiple users
Medium
Response Time: Within 1 business day
Acknowledgement: Within 2–3 business days
Example: Partial service impact with workaround available
Low
Response Time: Within 2 business days
Acknowledgement: Based on support queue
Example: Minor issue, general request, or enhancement suggestion

* “Response Time” is measured from the moment a valid ticket is received to the first meaningful reply from support. Resolution times may vary depending on issue complexity.

5. Service Availability Commitment

senang.io strives to ensure high levels of service availability and operational performance. While uptime targets depend on hosted modules, we commit to:
- Monitoring essential services 24/7
- Proactively addressing platform outages
- Communicating planned maintenance windows

6. Reporting Issues

6.1 All issues must be reported through official support channels to be SLA‑eligible.

6.2 Tickets should include sufficient detail to allow duplication and troubleshooting.
6.3 Support may request additional information to help diagnose issues.

7. SLA Exclusions

This SLA does not apply to:

Issues caused by customer‑controlled configurations, environments, or third‑party systems
Scheduled maintenance notified in advance
Misuse or unauthorized alterations of the service
Acts beyond senang.io’s reasonable control, such as force majeure

8. Updates to This SLA

senang.io may update this SLA from time to time. Material changes will be communicated where reasonably practicable.

Continued use of our services constitutes acceptance of the updated SLA.

9. Contact Support

For assistance, please use one of the following:
- Email: customercare@senang.io
- Help Desk: Submit a ticket via the dashboard support panel
- Documentation: Access the online Knowledge Base for guides and FAQs.