Support Policy

Analytics Aura is committed to offering Support Services to its licensed customers during their Subscription Period based on the guidelines and definitions outlined below. We offer two types of support – Standard and Premium – to address basic to advanced support needs for businesses.

Issues are resolved via workarounds, patches, or General Availability releases based on severity and support level. Coordination with product engineering will occur when fixes require code changes.

Standard Support

• Ticketing mechanism for license issues, defects, and documentation access.
• Troubleshooting assistance for product errors.
• 1 authorized support contact per customer.

Severity Definitions

Support Levels

Tier Definitions

• L0 – Helpdesk: Self-service, FAQs, knowledge base.
• L1 – Basic: Installations, password resets, basic issues.
• L2 – Intermediate: Expert troubleshooting and guidance.
• L3 – Advanced: Complex issues and root cause analysis.

Regional Business Hours

• US & Canada: 9 AM – 5 PM PST, Mon–Fri
• UAE: 9 AM – 5 PM UAE time, Mon–Fri
• India: 9 AM – 5 PM IST, Mon–Fri

Premium Support

• 24x7 support for incidents above L0/L1
• 3 authorized support contacts
• Feature prioritization through authorized requests

General Terms

• Only available for Enterprise Plan customers
• Support via email or web ticket
• On-call support only for Sev 1 & 2

Inclusions

• Product defect resolution
• Performance and installation support
• License issues
• “How-to” questions
• Patch installations

Exclusions

• Custom code development/debugging
• New feature requests
• System and network design access