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Dimagi offers our users various levels of Support, based upon their software plan and our Service Level Agreement (SLA). This page will explain what our SLA is and outline the types of specific support we offer to our users. This page also outlines where you should go for certain types of support. |
What is an SLA?
A service level agreement (SLA) is a contract between a service provider (either internal or external) and the end user that defines the level of service expected from the service provider. Basically, an SLA gives you a guideline and expectations for when you can expect your Support tickets to be addressed and resolved. Your software plan helps us determine the response rate for these questions and the priority with which we solve them.
What types of support are offered? What is my SLA?
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Online Learning: You have access to many great resources that will answer several common CommCare questions and help you learn what CommCare has to offer! These include CommCare Users Forum, CommCare Help Site, and Getting Started.
Direct Email Support: Direct Email Support means the "Report an Issue" button and support@dimagi.com. All projects have access to this to report important issues. Community users are not guaranteed a response.
First Response Time: This is the timeframe in which a Support team member will respond to you and begin working on your ticket.
Phone Support: Users who have an Advanced or Enterprise can receive phone support (phone call or Skype call). Calls can be requested by emailing support@dimagi.com.
CommCare bug: A bug that is caused by our software, and not specific to a particular app or project.
CommCare question: A general question about particular CommCare features, their use, not as they apply to a particular project or app.
App specific question: A question or issue that is specific to your app or project space's configuration and workflow.
Paid onboarding: Customers can purchase onboarding packages that include remote training sessions with a Customer Success team member, spanning the entire process of app design, app building, app testing, data exports, and implementation of their mobile application.
Access to customer success: Enterprise customers have quarterly check-ins with a dedicated Customer Success team member to advise them on the best usage of CommCare for their projects and across their organization
I have a specific question about building an application.
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For Community and Standard Plans, we also recommend you check out the following resources:
For Pro, Advanced, and Enterprise plans, you should feel free to contact Support directly, though the resources listed above may also help you.
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