Our Commitment to Service Excellence
At FormNIVA, we are committed to providing exceptional service delivery to ensure you get the most value from our platform. This document outlines our service delivery processes, implementation support, and ongoing assistance to help you succeed.
Implementation Process
Our implementation process is designed to get you up and running quickly and efficiently:
- Account Setup: Upon signing up, your account is instantly created and ready to use.
- Onboarding: All plans include access to our comprehensive knowledge base, video tutorials, and setup guides.
- Pro Plan Onboarding: Pro plan subscribers receive a complimentary 30-minute onboarding call with our customer success team.
- Enterprise Onboarding: Enterprise customers receive dedicated implementation support, including custom setup assistance and team training.
Support Services
We offer multiple levels of support to meet your needs:
- Free Plan: Access to our knowledge base, community forum, and email support with a 48-hour response time.
- Starter Plan: Everything in Free, plus email support with a 24-hour response time.
- Pro Plan: Everything in Starter, plus priority email support with an 8-hour response time and chat support during business hours.
- Enterprise Plan: Everything in Pro, plus dedicated account manager, phone support, and custom SLAs.
Service Level Agreements (SLAs)
Our standard SLAs are as follows:
- Platform Uptime: We guarantee 99.9% uptime for all customers.
- Support Response Times: As outlined in the Support Services section.
- Issue Resolution: We categorize issues by severity and commit to resolution timelines based on impact.
- Custom SLAs: Enterprise customers can negotiate custom SLAs based on their specific requirements.
Maintenance and Updates
To ensure optimal performance and security:
- Regular maintenance is performed during low-traffic periods with minimal disruption.
- Planned maintenance is announced at least 48 hours in advance via email and in-app notifications.
- Emergency maintenance may be performed without notice in critical situations.
- Feature updates are rolled out regularly, with major updates announced in advance.
Data Processing and Security
We take data security seriously:
- All data is encrypted in transit and at rest.
- We process form submissions in real-time, with immediate notification options.
- Data is stored in secure, compliant data centers in India.
- We maintain comprehensive backup procedures to prevent data loss.
- For more details, please refer to our Privacy Policy.
Service Continuity
Our service continuity measures include:
- Redundant infrastructure across multiple availability zones.
- Regular disaster recovery testing.
- Comprehensive backup procedures with daily, weekly, and monthly backups.
- 24/7 monitoring of all critical systems.
Customer Success
We're committed to your success:
- Regular check-ins for Pro and Enterprise customers.
- Quarterly business reviews for Enterprise customers.
- Access to best practices and optimization recommendations.
- Regular webinars and training sessions on new features and use cases.
Changes to Service Delivery
We may update our service delivery practices from time to time. Significant changes will be communicated via email and in-app notifications. The most current version of this Service Delivery document will always be available on our website.
Contact Us
If you have any questions about our service delivery, please contact us at support@formniva.com.