2 Customer Support Services
2.1 Support Service Levels
Admin By Request provides its Support Services on Business Days and during Business Hours to the Customer during the Subscription Term:
-
Business Days means Monday through Friday, excluding public holidays applicable to the support region.
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Business Hours means 08:00 to 17:00 in the Customer’s applicable support time zone.
Unless agreed otherwise, Admin By Request aims to make a first response within four (4) Business Hours and guarantees first response within one (1) Business Day of receipt of a valid support request.
Resolution times are not guaranteed due to the involvement of external dependencies outside Admin By Request’s reasonable control. This includes, but is not limited to:
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Downtime or service disruptions caused by third-party vendors such as Microsoft Azure, Cloudflare, authentication providers, or integration platforms.
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Multi-Factor Authentication (MFA) SMS disruptions caused by mobile operators being down or under maintenance.
2.2 Contact and Case Submission
All support requests should be submitted via the official support portal:
https://www.adminbyrequest.com/support
Use of the portal ensures ticket tracking, SLA enforcement, and proper triage.
If the support portal is temporarily unavailable, customers may alternatively contact the support team via email at support@adminbyrequest.com. Email should only be used as a fallback if the portal is inaccessible.
Requests submitted through other means (e.g., live chat, phone, social media) are not subject to guaranteed response times.
2.3 Support Structure
|
Level |
Description |
|---|---|
|
L1 |
First-line support: general queries, account issues, known problem lookups |
|
L2 |
Escalated support: technical diagnosis, logs, configuration assistance |
|
L3 |
Development-level support: software defects, deep diagnostics |
L2 and L3 issues are triaged and escalated internally by the Admin By Request Head of Support.
2.4 Maintenance and Updates
Admin By Request releases software updates (patches, improvements, new features) on a rolling basis. All updates are delivered:
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On an "if and when available" basis
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With no scheduled downtime (updates are zero-downtime unless otherwise stated)
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Through secure auto-update mechanisms or customer-initiated upgrade packages
2.5 Additional SaaS Support Services
To align with global SaaS standards, Admin By Request also offers the following services:
|
Service Type |
Description |
|---|---|
|
Knowledge Base |
Access to product documentation, FAQs, and troubleshooting1 |
|
Customer Success |
Periodic check-ins, success planning with key enterprise customers |
|
Training & Onboarding |
Webinars, video tutorials, and onboarding guidance |
|
Status Page |
Real-time platform health and maintenance updates2 |
|
API Support |
Guidance for integration and automation using the ABR API |
|
Mobile Support |
Mobile apps, enabling key portal operations from anywhere |
|
Service Reviews |
Quarterly technical reviews with key enterprise customers |
2.6 Service Performance Monitoring
Service performance metrics are tracked internally for continuous improvement. Reporting and transparency are provided via:
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Monthly ticket response performance
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Uptime status (published on status page)
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Post-incident reports (for high-severity events)
Refer to Section 6 of the Terms and Conditions for binding service commitments.
