Yva.ai Technical Support Policy

Technical Support Policy

 

Option

Standard

Priority

Early Access Program

Self-help Resources

+

+

+

Hours of Availability

Findo’s Business days

9 am - 6 pm U.S. Pacific Time

Findo’s Business days

9 am - 6 pm U.S. Pacific Time

Findo’s Business days

9 am - 6 pm U.S. Pacific Time

Initial response time

Two (2) business Days

One (1) Business Day

One (1) Business Day

Email support

+

+

+

Chat support

-

+

+

Phone support

-

-

 

 

+

for 1st line only

for the six (6) months following Your Effective Date 

2nd line direct communication

-

+

Email & chat

Only by 2nd line team initiative

+

Email & chat

Only by 2nd line team initiative

Deployment assistance

 

+

Email

+

Email & chat

+

Email & chat

On-boarding consultation

-

+

+

 

 

 

 

 

Included in the License Fee unless otherwise stated in a separate written agreement

 

Available for the list of Supported Products set forth below.

Charged yearly

 

Available for the list of Supported Products set forth below

Free for the Early Access Program products

during the twelve months following Your Effective Date 

 

Covered Issues

Findo technical support includes recommendations on:

  • Installing a Findo product on any of the operating systems listed in the System Requirements for the Software
  • Using the functionality described in the Documentation

Findo technical support services do not include any of the following:

  • General computer or networking education
  • Coding or creation of custom modules or solutions
  • Using or configuring third-party products
  • HR or employee management questions Legal advice, e.g., meaning and interpretation of legal terms

 

Supported Products:

 

  • Yva HR
  • Yva Sales
  • Yva Executive
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