Support and SLA Policy

1. Scope of Support

Support is provided to registered users of the Platform through the built-in ticketing system. Support covers issues related to services purchased through the Platform, including custom Discord bot functionality, hosting, maintenance, and account-related enquiries. Support does not cover general programming assistance, third-party services unrelated to HDE deliverables, or custom modifications outside the original agreed scope.

2. Support Departments

The support system is organised into departments, each handling specific types of enquiries. When creating a ticket, you should select the most appropriate department to ensure efficient routing. Each department may have its own SLA parameters, default priority levels, and assigned agents.

3. Ticket Creation

To create a support ticket, you must:

• Be signed in to a registered account
• Provide a clear subject and description of the issue
• Select the appropriate department (and optionally a category)
• Adhere to the daily ticket limit and cooldown period configured by HDE

4. Priority Levels

Tickets are assigned one of four priority levels:

• Low: General enquiries, feature requests, non-urgent matters
• Medium: Standard issues affecting normal usage
• High: Significant issues affecting core functionality
• Critical: Severe issues causing complete service disruption

5. Service Level Targets

HDE maintains the following default service level targets. Actual targets may vary by department:

• First Response: 24 hours from ticket creation
• Resolution: 72 hours from ticket creation

6. Ticket Lifecycle

Tickets progress through the following statuses:

• Open: Newly created and awaiting initial response
• Pending Customer: Awaiting your response to a question from the support team
• Pending Support: Your response has been received and the team is working on it
• In Progress: The issue is actively being investigated or worked on
• Escalated: The ticket has been escalated to a higher priority or different department
• On Hold: The ticket is temporarily paused pending external factors
• Resolved: The issue has been addressed and a solution provided
• Closed: The ticket is finalised and no further action is expected

7. Escalation

Tickets may be escalated by support agents or managers. Escalation may involve raising the priority level, transferring the ticket to a different department, or both. When a ticket is transferred to a new department, SLA deadlines are recalculated based on the new department's configuration. You will be notified of escalations through the in-app notification system.

8. SLA Breach Disclaimer

SLA targets are best-effort commitments and do not constitute binding guarantees. Failure to meet an SLA target does not entitle you to compensation, credit, or any specific remedy. We strive to meet all targets and use SLA metrics to continuously improve our support quality. SLA breach rates are tracked internally for quality assurance purposes.

9. Client Responsibilities

To help us provide effective support, you agree to:

• Provide accurate and detailed information about the issue, including error messages and steps to reproduce
• Respond to support team requests in a timely manner
• Limit each ticket to a single issue or topic
• Refrain from creating duplicate tickets for the same issue
• Comply with the Acceptable Use Policy when interacting with the support system

10. Satisfaction Rating

After a ticket is resolved, you may be invited to rate your support experience on a scale of 1 to 5, with optional text feedback. Ratings are used to measure and improve the quality of our support services. Rating is voluntary and can only be submitted once per ticket.

11. Contact

If you have questions about this policy or need to report a support-related concern outside the ticket system, please contact info@hdetailenterprise.com.