Customer Support Plans | super.AI
Customer Support Plans
Streamline document processing, manage projects more efficiently, and enhance output quality with the support you need for IDP success.
Flexible support options to optimize how you leverage IDP
Standard Support
Self-service support to get teams up and running on super.AI IDP.- ✓Access to super.AI support library
- ✓On-demand technical support
- ✓Ticket distribution by status and support staff capacity
- ✓Support channel: Email
- ✓24x7 access to documentation and API reference
- ✓Product training via pre-recorded videos
- ✓Standard SLA
- ✓Customer feedback welcomed
Premium Support
Priority on-demand support with prioritized customer feedback.- ✓Access to super.AI support library
- ✓Priority on-demand technical support
- ✓Ticket distribution by status, capacity, expertise, and priority level
- ✓Support channel: Email
- ✓24x7 access to documentation and API reference
- ✓Product training via pre-recorded videos and live training sessions
- ✓Standard SLA
- ✓Customer satisfaction surveys with prioritized review
Enterprise Support
Dedicated technical account manager and customizable SLA.- ✓Access to super.AI support library
- ✓Dedicated technical account manager for personalized assistance
- ✓Ticket distribution by status, capacity, expertise, and priority level
- ✓Support channels: Email, Slack, and video chat
- ✓24x7 access to documentation and API reference
- ✓Product training via pre-recorded videos and live training sessions
- ✓Customizable SLA for tailored support
- ✓Customer satisfaction surveys with direct action on feedback
- ✓Integration engineering support included
Case severity & response times
| Severity | Response time | Resolution time | Status updates | Description |
|---|---|---|---|---|
| Critical | 2 hours | 24 hours | Every 3 hours | Entire system or single critical production function affected; system down or operating in materially degraded state; data integrity at risk; material financial impact; widespread access interruptions. |
| High | 4 hours | 48 hours | Daily | Primary component failure that materially impairs performance; data entry or access materially impaired on a limited basis. |
| Medium | 1 business day | Next release | Weekly | Service is operating with minor issues that can be addressed with a workaround. |
| Low | 3 business days | Mutually agreed | Monthly | Request for assistance, information, or services that are routine in nature. |
Every reasonable effort will be made to respond to requests within the corresponding timeframes. Paid plans subject to a 30-day minimum term.
Intelligent Document Processing (IDP)
Automate information extraction from any business document with guaranteed quality, backed by human review and Data Processing Crowd.