Tickets/Contacts come from different sources/integrations.

Type of Tickets/Contacts

• Emails

• Live Chats

• Social Media DM's & Comments

Tickets/Contacts Sources

• custom@neonbeach.com - pre-sales/product-specific inquiries

• support@neonbeach.com - post-sales and other general inquiries

• marketing@neonbeach.com - collaboration and marketing-related inquiries

• Live Chats - real-time inquiries (pre-sales & post-sales)

• Social Media Pages

1. FB & IG DMs

2. FB & IG Comments

Service Level Agreements (SLA)

Service level agreements (SLAs) dictate the level of service a user can expect from a support agent. The SLA refers to the duration for which :

• (Live Chats) an end-user remains in the chat session queue before being assigned to a live agent or,

• (Emails) an end-user waits for the first email response from the agent.

Current SLA's

Emails - 48 hours

SocMed DM's and Comments - 48 hours

Live Chats - 10 mins