This Service Level Agreement (SLA) outlines the terms and commitments between Garaj and its customers for the provision of Garaj Mail services. Garaj Mail offers a comprehensive email solution tailored to meet the communication needs of businesses and organizations.
Uptime: Garaj commits to maintaining a minimum uptime of 99.5% for Garaj Mail service.Key features
Sentiment Analysis of agent and customer-on-call
AI after analyzing depicts the overall sentiment/ emotional mood of the Agent and Customer on call and display it by emoticon and text color reflected in transcription.
User Management
The new user can be added through the user management module, where their platform role can be specified. The status of all users, whether active or not, can be viewed on the dashboard.
Dashboard/Reporting
The Analytics Dashboard, Analysis Summary Dashboard, and System Usage Details Dashboard contribute to keeping a check on everything that affects call evaluations.
Detailed Call Quality Report
Our AI system scores on the basis of set parameters and their weightages generates the quality evaluation report.
Why AI based Speech Analytics?
Below are key factors that differentiate AI based Speech Analytics from others:
Improve Agent Performance: By leveraging AI-powered insights, organizations can empower their agents to deliver exceptional customer experiences and achieve better business outcomes.
Optimize Operational Efficiency: It helps optimize operational efficiency by providing automated insights, real-time monitoring, personalized coaching, root cause analysis, and automation of routine tasks.
Boost Sales Performance: Sales teams can optimize their processes, increase efficiency, and ultimately drive greater success in achieving sales targets.
Mitigate Compliance Risk:Our AI-based solution offers robust compliance monitoring, assisting your organization in effectively mitigating compliance risks.
AI based Speech Analytics Use Cases:
Below are key factors that differentiate AI based Speech Analytics from others:
Improve the customer service processes, identify training needs for agents, and enhance the overall customer experience.
This helps organizations such as those in finance, healthcare, and telecommunications, ensure that agents adhere to guidelines and protocols, reducing the risk of compliance violations and associated penalties.
This helps finance and banking sector to identify and mitigate fraud risks more effectively, protecting both customers and the organization's assets.
By identifying patterns and trends from analyzing historical calls, organizations can make predictions about future customer behavior, sales trends, and market dynamics. This is mainly required in sectors such as finance, retail, marketing, and advertising.
AI speech analytics can analyze customer feedback from calls, surveys, and social media to identify trends, preferences, and areas for product or service improvement.
Garaj Mail LEVEL AGREEMENT
Introduction
Service Inclusions and Specifications:
Garaj Mail offers a feature-rich email solution designed to facilitate efficient communication and collaboration. The features, functionalities and performance standards of Garaj Mail service are as follows:
Email hosting:
Garaj Mail provides robust email hosting services, including domain
hosting, mailbox provisioning, and management of email accounts.
Webmail access:
Users can access their email accounts via a user-friendly webmail
interface, allowing them to send, receive, and manage emails from any web-enabled
device.
Standard Email Protocols:
Garaj Mail supports standard email protocols such as IMAP,
POP3, and SMTP, ensuring compatibility with various email clients and devices.
Calendars and Contacts Integration:
Garaj Mail offers integration with calendar and
contact management functionalities, allowing users to schedule appointments,
organize contacts, and synchronize data across devices.
Security Features:
Garaj Mail includes robust security features such as encryption,
spam filtering, and virus protection to safeguard email communications and protect
against malicious threats.
Administrative Tools:
Administrators have access to a range of tools and features to
manage Garaj Mail services effectively, including user account management, domain
management, and monitoring and reporting capabilities.
Collaboration Tools:
Garaj Mail provides collaboration tools to facilitate teamwork and
productivity, including shared calendars, shared contacts, and task management
features.
Mobile Accessibility:
Garaj Mail is accessible on mobile devices through native mobile
applications for iOS and Android, with features such as sync across devices, offline
access, and responsive design for optimal viewing on mobile screens.
Data Backup and Recovery:
Garaj Mail offers data backup and recovery mechanisms as
an add-on service but is not built in. It is recommended to the customer to subscribe
for backup services separately to ensure data integrity and resilience, including
regular backups, point-in-time recovery, and data retention policies.
Garaj Mail SLA exclusions
Exclusions from the Garaj Mail SLA include pre-general availability features, explicitly excluded services, and errors beyond Garaj’s control. It also encompasses issues stemming from customer equipment, third-party technology, and customer actions. Unavailability due to force majeure events, Internet problems, or non-compliance with documentation is not covered. These exclusions define scenarios where service commitments may not apply.
Force Majeure Factors:
Force majeure factors are events or circumstances that are beyond the control of parties involved and can impact the ability to carry out contractual obligations. In the context of email service provisioning, several force majeure factors can contribute to failures or challenges including but not limited to following:
Natural Disasters:
Events like earthquakes, floods, hurricanes, tornadoes, and other
natural calamities that are beyond human control and could disrupt Garaj Mail
services.
Governmental actions:
Regulatory actions, sanctions, or restrictions imposed by
government authorities that could affect Garaj Mail's ability to deliver services.
Power Outages:
Power outages can disrupt our operations and affect service
availability and is excluded from Garaj Mail's SLA coverage due to its unpredictable
nature and the inability for Garaj to control external power infrastructure.
Strikes:
Labor disputes or industrial actions involving Garaj Mail staff or third-party
service providers that may interrupt service operations.
Pandemics and Health Crises:
Disruption to workforce availability, affecting regular maintenance,
monitoring, and response times.
Network Disruptions:
Factors such as internet service provider issues, routing
problems, or other network-related incidents may occur beyond our control and
impact service availability.
War or Acts of Terrorism:
Armed conflicts or hostilities between nations or groups
that could lead to disruptions in infrastructure or communication networks affecting
Garaj Mail services.
Support Prioritization
To ensure the delivery of high-quality services, the following service levels are defined as part of this agreement. Garaj support team shall respond to service requests and incidents as per the below mentioned resolution times depending on the severity and complexity of issue.
Level 1 Support:
To resolve basic or common issues related to Garaj Mail, the L1 support team shall be the first point of contact for clients seeking assistance with technical problems, inquiries, or service requests as follows:
Login issues:
Users are unable to log in to their email accounts due to incorrect
credentials or account lockouts.
Password Reset requests:
Users request assistance with resetting their email account
passwords.
General usage queries:
Users have questions about using specific features or
functionalities within Garaj Mail.
Mailbox quota management:
Users receive notifications indicating that their mailbox
storage quota has been exceeded.
Email configuration assistance:
Users need help setting up their email accounts on
various email clients or devices.
Email delivery assistance:
Users notice delays in receiving emails and seek assistance
in troubleshooting the issue.
Spam/Junk email issues:
Users report excessive spam or junk emails in their inbox and
need guidance on managing spam filters.
Webmail access problems:
Users encounter errors or issues when accessing their
email accounts via the webmail interface.
Level 2 Support:
L2 Support Team shall be responsible to provide second tier of technical assistance to end- users or customers encountering issues with Garaj Mail. This involves more complex issues that cannot be resolved at the initial L1 support level. The common scenarios are as follows:
Email delivery issues:
Users report consistent delays in receiving emails or missing
emails altogether.
Server configuration problems:
Users experience issues with server settings or
configurations affecting email delivery or access.
Authentication and Security concerns:
Users report issues with authentication or
security features, such as two-factor authentication or SSL/TLS settings.
Advanced Email client configuration:
Users require assistance with configuring
advanced settings or custom configurations on their email clients.
Mailbox corruption or data loss:
Users encounter errors indicating mailbox corruption
or data loss and need assistance recovering lost data.
Email routing and forwarding issues:
Users experience problems with email routing or
forwarding rules not working as expected.
Spam filter customization:
Users request customization of spam filters to better suit
their preferences and reduce false positives or negatives.
Webmail performance optimization:
Users notice slow performance or responsiveness
in the webmail interface and seek assistance in optimizing performance.
Level 3 Support:
The L3 support agents provide highest level of technical assistance to end-users or customers encountering complex or critical issues with Garaj Mail through subject matter experts with deep knowledge and specialized expertise. The common scenarios are as follows:
Advanced mail server configuration:
Users require assistance with advanced
configuration settings on the mail server, such as SMTP relay setup or mail routing
rules.
Mailbox migration and data transfer:
Users need assistance migrating email
accounts or transferring data between different mail servers or platforms.
Persistent email delivery failures:
Users experience consistent email delivery
failures, despite Level 1 and Level 2 troubleshooting efforts.
Custom scripting or automation:
Users request custom scripting or automation
solutions to streamline email management tasks or integrate Garaj Mail with other
systems.
Performance tuning and optimization:
Users encounter performance issues with
Garaj Mail services and seek assistance in optimizing server performance or resource
utilization.
Security incident response:
Users report security incidents or breaches related to
Garaj Mail services, requiring immediate investigation and remediation by security
experts.
High availability and disaster recovery planning:
Users seek guidance on
implementing high availability and disaster recovery solutions to ensure business
continuity and minimize downtime for Garaj Mail services.
Escalation Matrix:
| Role | Contact Person | Contact No. | |
|---|---|---|---|
| Cloud Support | Support team | [email protected] | 0304-1110365 |
| Product Expert | Taimor Ali | [email protected] | 0343-1229662 |
| Platform Head | Yasim Zaman Kiani | [email protected] | 0307-1505041 |
| Basic | Standard | Premium | |
|---|---|---|---|
| ✓ | ✓ | ✓ | |
| Calendar | ✓ | ✓ | ✓ |
| Mailing Lists/Groups | ✓ | ✓ | ✓ |
| Contacts | ✓ | ✓ | ✓ |
| Mailbox | ✓ | ✓ | ✓ |
| Antispam | ✓ | ✓ | ✓ |
| Anti-Virus | ✓ | ✓ | ✓ |
| Tasks | ✗ | ✓ | ✓ |
| Notes | ✗ | ✓ | ✓ |
| Folder Sharing | ✗ | ✗ | ✓ |
| Active Sync | ✗ | ✗ | ✓ |
| Storage | 5 GB | 5 GB | 5 GB |
| Price |
Rs. 799Per Month |
Rs. 999Per Month |
Rs. 1,199Per Month |
| Add to Cart | Add to Cart | Add to Cart |
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