When email goes down, your business stops. Our support services ensure you have reliable access to expert help when you need it most. Nigerian businesses face unique challenges like connectivity issues and time zone differences, so we've designed our support to work around the clock.
This guide explains our support tiers, response SLAs, incident handling processes, and how we ensure your email stays operational with minimal disruption.
What We Cover:
Support Tiers & Pricing
Choose the support level that matches your business needs and budget. All tiers include access to our knowledge base and self-service resources.
Standard Tier ($5/user/month):
- Hours: Monday-Friday, 9AM-6PM WAT
- Response Time: 4 hours for priority issues
- Channels: Email support only
- Included: Basic troubleshooting, configuration help
Business Tier ($15/user/month):
- Hours: 24/7 coverage
- Response Time: 1 hour for critical incidents
- Channels: Email, WhatsApp, phone
- Included: Priority incident handling, monthly reports
Enterprise Tier ($30/user/month):
- Hours: 24/7 with dedicated engineer
- Response Time: 30 minutes for critical incidents
- Channels: All channels plus Slack/Teams integration
- Included: Custom SLA, quarterly reviews, on-site visits
💰 Cost Effective: Our support costs less than hiring an in-house IT specialist and provides better coverage than typical Nigerian IT support firms.
Communication Channels
We provide multiple ways to reach our support team, ensuring you can get help through your preferred method.
WhatsApp Support:
Our primary support channel for Nigerian businesses. Direct messaging with real-time responses and file sharing capabilities.
Email Support:
Formal documentation and detailed troubleshooting. All support emails are tracked and responded to within SLA times.
Phone Support:
Voice calls for urgent issues or complex troubleshooting. Available during business hours for Standard tier, 24/7 for Business and Enterprise.
🚀 Quick Response: WhatsApp messages are answered within 15 minutes during business hours, making it perfect for urgent email issues.
Incident Handling & Escalation
Our structured incident response process ensures issues are resolved quickly and efficiently, minimizing business impact.
Incident Response Process:
- Detection & Triage: Automated monitoring alerts our team, who assess severity and impact
- Initial Response: Acknowledge the issue and provide estimated resolution time
- Investigation: Technical team diagnoses the root cause
- Resolution: Apply fix, test thoroughly, and restore service
- Communication: Regular updates to stakeholders throughout the process
- Post-Incident Review: Document lessons learned and preventive measures
Escalation Levels:
- Level 1: First-line support handles common issues
- Level 2: Senior technicians for complex problems
- Level 3: Engineering team for critical system issues
- Management: Executive oversight for high-impact incidents
⚠️ Critical Incidents: For email outages affecting your entire business, we escalate immediately and work around the clock until resolved.
Onboarding & Runbooks
We provide comprehensive documentation and training to help your team effectively use and troubleshoot email services.
What We Provide:
- Admin Guides: Step-by-step instructions for common tasks
- Troubleshooting Runbooks: Solutions for frequent issues
- Best Practices: Security and usage guidelines
- Training Sessions: Virtual sessions for your team
- Knowledge Base: Self-service articles and FAQs
Account Recovery Process:
In case of account compromise or lockout, we follow a secure recovery process:
- Identity verification through multiple channels
- Temporary access while investigating
- Password reset and security review
- Post-recovery security recommendations
📚 Self-Service: Our knowledge base reduces support tickets by 60%, giving your team quick answers to common questions.
SLA & Response Guarantees
We guarantee specific response times and provide service credits if we fail to meet our commitments.
Response Time SLAs:
| Severity | Business Tier | Enterprise Tier |
|---|---|---|
| Critical (System Down) | 1 hour | 30 minutes |
| High (Major Impact) | 2 hours | 1 hour |
| Medium (Minor Impact) | 4 hours | 2 hours |
Service Credits:
- Critical SLA Breach: 10% credit for each hour over SLA
- Repeated Issues: Additional credits for systemic problems
- Maximum Credit: 100% of monthly support fee
Support Hours & Availability
Our support team operates across multiple time zones to serve Nigerian businesses effectively.
Coverage Hours:
- Standard Tier: Monday-Friday, 9:00 AM - 6:00 PM WAT
- Business Tier: 24/7 with extended hours during weekends
- Enterprise Tier: 24/7 with dedicated engineer rotation
Holiday Coverage:
We maintain skeleton crews during Nigerian public holidays and provide emergency contact numbers for critical issues.
🌍 Global Support: While based in Nigeria, our team serves businesses across Africa with local language support and cultural understanding.
Get Professional Email Support
Don't struggle with email issues alone. Our expert support team is ready to help with guaranteed response times and proven incident resolution processes.