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Technical Support Policy (SLA)

1. COMMUNICATION CHANNELS AND WORKING HOURS

We handle support requests exclusively via electronic means.

Contact

  • Address: kontakt@wnlogic.pl
  • Working Hours: Business days 09:00 – 17:00.
  • We analyse integration logs and error history within the Make.com system.

2. SCOPE OF SUPPORT (WHAT WE FIX)

Support covers exclusively the supervision of integration configuration.

We Support (Our Responsibility)

Correctness of data flow in Make.com, logic in the Vapi.ai panel, data saving to Google Sheets, and SMSAPI gateway operation.

We Do NOT Support (Exclusions)

Failures of global providers (OpenAI, Vapi.ai, SuperVoIP). We do not configure client hardware (physical phones, routers) nor are we liable for GSM coverage issues.

3. TICKET HANDLING MODEL

For Managed Model Clients

Full care: monitoring, maintenance, minor knowledge base changes (1 per month), and access to reports.

For Independent Model Clients

After handing over the access codes, WN Logic does not provide free support. The Client manages accounts on their own. Repair works are paid additionally: 350 PLN net/h.

4. RESPONSE TIME (SLA)

Guaranteed response times apply exclusively to Clients with an active subscription.

Critical Errors

  • Definition: Failure to answer calls, scenario stoppage.
  • Response: Up to 4 business hours.
  • Resolution: Up to 24 business hours.

Standard Errors and Changes

  • Bot logic errors: Up to 24h.
  • Price list/hours changes: Up to 48h.
  • External provider outages: Immediate notification.

5. EMERGENCY PROCEDURE (FAILOVER)

Contact Continuity

In the event of a Voice AI failure or depletion of the minute limit, the system executes a safety procedure: automatic switching of the technical number to standard voicemail (audio file).