Customer Support Plans

Streamline document processing, manage projects more efficiently, and enhance output quality with the support you need for IDP success.

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The Support You Need

Our flexible Customer Support Plans are tailored to your needs, ensuring maximum benefit from our platform. Access knowledge and tools designed to elevate your document automation journey.

For IDP Success

Your success is our priority at Super.AI. Our Customer Support Plans help streamline data processing, project management, and output quality, propelling your Intelligent Document Processing (IDP) workflow forward.

Find Your Support Plan

Flexible support options to optimize how you leverage our Intelligent Document Processing (IDP) solution.

Standard Support

Premium Support

Enterprise Support

Self-service Support

Access to super.AI support library

Technical Support

On-demand technical support

Priority on-demand technical support

Dedicated technical account manager for personalized assistance

Ticket Distribution

By status and support staff capacity

By status, support staff capacity, agent expertise, and priority level

Support Channel(s)

Email, Slack, and video chat

Documentation

24x7 access to documentation and API reference

Product Training

Pre-recorded videos

Pre-recorded videos, live training sessions

SLA Management

Includes standard SLA

Customizable SLA for tailored support

Customer Feedback

Feedback welcomed

Customer satisfaction surveys with prioritized review

Customer satisfaction surveys with direct action on feedback

Integration Support

Integration engineering support

Case Severity & Response Times

Case Severity

Response Time

Resolution Time

Status Updates

Critical

2 hours

24 hours

Every 3 hours

High

4 hours

48 hours

Daily

Medium

1 business day

Next Release

Weekly

Low

3 business days

To be mutually agreed to by the Parties

Monthly

Customer Support Request Classifications

Case Severity

Description: Support request case severity will be determined by the service error comprising or causing any of the following events or effects

Critical

• Issue affecting entire system or single critical production function

• System down or operating in materially degraded state

• Data integrity at risk

• Material financial impact

• Declared a Critical Support Request by Customer

• Widespread access interruptions

High

• Primary component failure that materially impairs performance

• Data entry or access is materially impaired on a limited basis

Medium

• Service is operating with minor issues that can be addressed with a workaround

Low

• 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 using next-generation AI and Data Processing Crowd.

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