স্কিপ করে মূল কন্টেন্ট এ যান

Technical Support

Get help from the Testify support team for technical issues and questions.

Contact Support​

Email Support​

Primary Contact:

Live Chat​

In-App Chat:

  • Click chat icon in bottom-right
  • Available: 9 AM - 6 PM IST
  • Instant responses
  • For quick questions

Phone Support​

For Premium Users:

  • Available on request
  • Scheduled calls
  • Technical assistance
  • Training sessions

Before Contacting Support​

Try These First​

✅ Self-Help:

  1. Check FAQ
  2. Review Common Issues
  3. Search documentation
  4. Try basic troubleshooting
  5. Check system status

Gather Information​

Prepare:

  • Detailed description of issue
  • Steps to reproduce
  • Screenshots or screen recording
  • Browser and version
  • Operating system
  • Error messages
  • Your account email

Support Request Types​

Technical Issues​

Examples:

  • Can't login
  • Features not working
  • Errors and bugs
  • Performance problems
  • Integration issues

Priority: High Response: Within 4 hours

Account Issues​

Examples:

  • Password reset
  • Account access
  • Profile updates
  • Permission problems
  • Role changes

Priority: Medium Response: Within 12 hours

Billing Issues​

Examples:

  • Payment problems
  • Invoice requests
  • Subscription changes
  • Refund requests
  • Credit issues

Priority: High Response: Within 4 hours

Feature Requests​

Examples:

  • New feature suggestions
  • Improvement ideas
  • Integration requests
  • Custom requirements

Priority: Low Response: Within 48 hours

Training & Onboarding​

Examples:

  • How to use features
  • Best practices
  • Training sessions
  • Documentation requests

Priority: Medium Response: Within 24 hours

Support Ticket Process​

Creating a Ticket​

  1. Go to support portal or email
  2. Provide detailed information
  3. Attach screenshots if relevant
  4. Submit ticket
  5. Receive ticket number

Ticket Tracking​

Track Your Ticket:

  • Check email for updates
  • Login to support portal
  • View ticket status
  • Add comments
  • Receive notifications

Ticket Status​

Status Types:

  • New - Just submitted
  • In Progress - Being worked on
  • Waiting - Need more info from you
  • Resolved - Issue fixed
  • Closed - Ticket completed

Priority Levels​

Critical (P1)​

Examples:

  • System down
  • Data loss
  • Security breach
  • Exam disruption

Response: Immediate Resolution: Within 2 hours

High (P2)​

Examples:

  • Major feature broken
  • Multiple users affected
  • Payment issues
  • Exam issues

Response: Within 4 hours Resolution: Within 24 hours

Medium (P3)​

Examples:

  • Minor bugs
  • Single user issues
  • Feature questions
  • Account issues

Response: Within 12 hours Resolution: Within 3 days

Low (P4)​

Examples:

  • Feature requests
  • General questions
  • Documentation
  • Enhancements

Response: Within 48 hours Resolution: As scheduled

Support Hours​

Standard Support​

Email Support:

  • Available: 24/7
  • Response: Within 24 hours
  • All users

Chat Support:

  • Available: 9 AM - 6 PM IST (Mon-Fri)
  • Instant response
  • All users

Premium Support​

For Enterprise Users:

  • Dedicated support manager
  • Priority response
  • Phone support
  • After-hours support
  • Custom SLA

Self-Service Resources​

Documentation​

Comprehensive Guides:

  • Getting started
  • User guides
  • Feature documentation
  • Video tutorials
  • Best practices

Knowledge Base​

Search Articles:

  • How-to guides
  • Troubleshooting
  • FAQs
  • Tips and tricks
  • Updates and releases

Video Tutorials​

Watch and Learn:

  • Feature walkthroughs
  • Setup guides
  • Best practices
  • Tips and tricks
  • Webinar recordings

Community Forum​

Connect with Users:

  • Ask questions
  • Share experiences
  • Get tips
  • Feature discussions
  • Beta testing

Training & Onboarding​

New User Onboarding​

Get Started:

  • Welcome email
  • Setup wizard
  • Video tutorials
  • Documentation
  • Support available

Live Training Sessions​

Group Training:

  • Scheduled webinars
  • Feature deep-dives
  • Q&A sessions
  • Best practices
  • Custom training

One-on-One Training​

Personal Training:

  • For administrators
  • Custom requirements
  • Hands-on guidance
  • Follow-up support
  • Available on request

System Status​

Check System Status​

Status Page:

  • Visit: status.edukali.ai
  • Real-time status
  • Incident history
  • Scheduled maintenance
  • Subscribe to updates

Planned Maintenance​

Notifications:

  • Email notifications
  • In-app announcements
  • Status page updates
  • Minimal disruption
  • Off-peak hours

Feedback & Suggestions​

Share Feedback​

We Value Your Input:

  • Feature requests
  • Improvement suggestions
  • Bug reports
  • User experience feedback
  • Success stories

How to Submit​

Feedback Channels:

  • Email: feedback@edukali.ai
  • In-app feedback form
  • Support tickets
  • Community forum
  • Direct to account manager

Emergency Support​

Critical Issues​

For Emergencies:

  • Email: support@edukali.ai (mark as URGENT)
  • Call premium support line
  • Immediate response
  • Escalation process

What Qualifies:

  • System outage
  • Data breach
  • Exam disruption
  • Payment fraud
  • Security issues

Support Best Practices​

For Faster Resolution​

✅ Do:

  • Provide detailed information
  • Include screenshots
  • List steps to reproduce
  • Be specific
  • Follow up promptly

❌ Don't:

  • Send multiple tickets for same issue
  • Provide incomplete information
  • Expect instant resolution
  • Be vague
  • Ignore follow-up requests

Support SLA​

Response Times​

Standard Users:

  • Critical: 4 hours
  • High: 12 hours
  • Medium: 24 hours
  • Low: 48 hours

Premium Users:

  • Critical: 1 hour
  • High: 4 hours
  • Medium: 8 hours
  • Low: 24 hours

Resolution Times​

Target Resolution:

  • Critical: 4 hours
  • High: 24 hours
  • Medium: 3 days
  • Low: 1 week

Note: Complex issues may take longer

Escalation Process​

When to Escalate​

Escalate if:

  • No response within SLA
  • Issue not resolved
  • Need higher priority
  • Require management attention

How to Escalate​

  1. Reply to support ticket
  2. Request escalation
  3. Provide justification
  4. Manager reviews
  5. Priority increased

Regional Support​

India​

Primary Support:

  • Email: support@edukali.ai
  • Phone: Available for premium
  • Hours: 9 AM - 6 PM IST
  • Language: English, Hindi

International​

Global Support:

  • Email support: 24/7
  • English language
  • Time zone adjusted
  • Same SLA

Premium Support​

Enterprise Support​

Includes:

  • Dedicated account manager
  • Priority support
  • Phone support
  • Custom SLA
  • Training sessions
  • Regular check-ins

Contact:

Support Satisfaction​

Rate Your Experience​

After Resolution:

  • Survey email sent
  • Rate support quality
  • Provide feedback
  • Help us improve

Continuous Improvement​

We Track:

  • Response times
  • Resolution times
  • Customer satisfaction
  • Common issues
  • Process improvements

Next Steps​

Contact Information​

Email: support@edukali.ai Chat: Available in-app Status: status.edukali.ai Feedback: feedback@edukali.ai Enterprise: enterprise@edukali.ai