Service Level Agreements
At Cleeng Hi5, we prioritize the satisfaction and experience of your users. Our Service Level Agreements (SLAs) are meticulously crafted to ensure swift and efficient resolutions by our expert Customer Success Team. We offer a comprehensive support system that caters to the diverse needs of both you and your audiences.
Instant SLAs for Comprehensive Support
Our commitment to instant SLAs ensures over 90% of user inquiries are resolved swiftly across various support channels. This approach, illustrated in the funnel graphic below, demonstrates our one-door strategy for customer support and its positive impact on efficiency and SLA adherence.
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Help Center:
With over 80% of users self-serving through comprehensive FAQ articles, intuitive categories, and search functionalities, we provide instant access to information and troubleshooting solutions, significantly reducing the need for direct support intervention.
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Chatbot Support:
Approximately 13% of users interact with our AI-driven chatbot, achieving an impressive 73% automatic resolution rate. This ensures that most inquiries are resolved instantly, while complex issues are seamlessly transitioned to our ticketing system.
The SLA is directly influenced by the average contact rate, meaning fluctuations in contact volume may impact service commitments. If the actual average contact rate exceeds the agreed threshold, additional charges may apply. For a comprehensive breakdown, please refer to Section 7 of the Master Service Agreement.