Service Level Agreement - SLA

This document serves as a set of guidelines to inform decision-making within the aisite service as well as a guide for community members to better understand the support services we provide. This document is limited in scope since it sets official policy for providing help through the contacting us via our contact form or submitting a ticket. By setting down these policies and channeling requests for help through out handler we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

Who Is Covered Under This Agreement

This agreement is intended to cover aisite service, including:
  • Service Management
  • Support Department
  • Technical Department

Methods of Contact

The Support Center acts as a central point of contact for all technical support, including service questions, migration interruptions, assisted migration, requests, and troubleshooting. Customers may submit tickets online at or send an e-mail at contact [at] aisite [dot] ai. Additionally, you can submit feature requests and ideas

Hours of Operation

Our Support Team is there to help you via phone, Live Chat and Email (Technical support) during the following hours:
  • Email support – 24/7
  • Technical support – from 11 am to 7 pm GMT +2, Monday – Friday 
Requests can be submitted online or by e-mail at contact@aisite.com or support@aisite.com 24 hours a day. NOTE: We are working on business days only (excluding National Holidays and weekends).

Response Period

The guaranteed response period is 72 hours (3 business days). Actual response period may be shorter depending on the volume of requests at any point of time.

Responsibilities of Those Making a Request

Users should explore help that is readily available on aisite.ai before contacting us. When such local help has been exhausted, and assistance is needed, please contact us or submit a ticket. Please provide the following information when contacting us:
  • The valid e-mail address that was used as your aisite account login.
  • Migration ID
  • A clear and specific description of the problem or request, including information regarding any error messages you may have received
NOTE: If one of the points mentioned above is not met, we will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by the user, the ticket is considered closed. aisite reserves the right to completely stop the support if the issuer uses abusive language or statements.

All-in-One Support Service Packages

Support Service Packages are developed to make migration even simpler for you. Don’t have enough time to perform full data transfer? No need to spend your time in front of the computer and migrate by yourself. The aisite team will set up your migration and move the website for you. Moreover, tech engineers will responsibly customize your platform after migration. Find more info and purchase Packages at https://aisite.com/products If you don’t request any modifications for 14 days after our tech engineers validate the result of migration, the Package is considered to be successfully performed. After 14 days time has passed any further customizations will be attract additional costs.

Migration Insurance Service

Migration Insurance is an additional service that allows restarting migration during the specified period of time.
  • The service is provided within three insurance plans:1 migration restart during 7 business days after initial migration. The cost is 10% of your migration price.
  • 2 migration restarts during 14 business days after initial migration. The cost is 15% of your migration price.
  • 3 migration restarts during 30 business days after initial migration. The cost is 25% of your migration price.

Validation Period of Automated Migration Results

Once your Full Migration is completed by the aisite service, you have 14 days to review the test results.

Conditions of CMS and Forum Access Details

When the data migration of your CMS or forum platform is already performed, we highly recommend you to restrict your current access details, change or block them. This should be done after 15 days time in terms of an average automated migration and after 21 days time in case of Support Service Package purchase.

Offer for Non-Profits

Please note that non-profit applications will be reviewed and considered. Last updated: 08 2021
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