72-service-hour substantive response SLA
Stuck on an Aware IM issue?
Get it solved by an expert.
Private, SLA-backed troubleshooting for business rules, queries, REST integrations, deployment and performance, from a developer who has shipped real Aware IM applications.
- Private & confidential
- Credits back if we miss the SLA
- Pay per ticket, no subscription
REST call to partner API returns 415 after upgrade to 10.1
On track
Deadline Thu 01 Oct, 10:32 am IST
72 service-hour SLA · pauses while waiting for you
- Created
- Assigned
- 3Investigating
- 4Solution
- 5Confirmed
What are you having trouble with?
Pick a category to see exactly what to prepare. Well-prepared tickets are solved faster, often in a single round.
How it works
- 01
Describe the issue
Pick a category and answer a few targeted questions: build number, database, OS, exact error.
- 02
Attach evidence
Screenshots, logs, stack traces or a minimal BSV. Files are scanned and stored privately.
- 03
Use a credit or pay
The 72-service-hour clock starts the moment a credit is reserved or payment is captured.
- 04
Get a substantive answer
A fix, workaround, precise diagnosis or scoped quote. Follow up in the same private thread.
Why not just post on the forum?
Forums are great for general questions. When a production app is blocked, you need accountability.
| Public forum | This service | |
|---|---|---|
| Response time | Whenever someone has time | 72 service hours, tracked live |
| Privacy | Public post, visible to everyone | Private ticket, internal notes never exposed |
| Attachments | Awkward, often impossible | Secure uploads, BSVs, logs, screenshots |
| Accountability | None | Credits returned automatically on SLA breach |
| Context | Re-explain every time | Environment captured once and reused |
The 72-hour SLA, explained honestly
We commit to a substantive response within 72 service hours, not to a guaranteed fix. Some problems are product defects or need more work; when that happens we tell you clearly and quote it.
Starts at activation
When a credit is reserved or payment captured, not when you start typing.
Pauses while waiting on you
If we need your logs or build number, the clock stops until you reply.
Service calendar
Monday–Saturday, IST. Public holidays are listed upfront.
Missed? Credits back
If we breach, the ticket's credits return to your wallet automatically.
Simple, per-ticket pricing
1 credit covers a standard ticket (up to about 90 minutes of expert time). Complex issues are quoted before any extra credit is used.
Single credit
$69
One standard ticket
- 72 service-hour SLA
- One follow-up round
- Valid 12 months
10-credit pack
$549
$54.90 per credit
- Save 20%
- Share across your team
- Valid 12 months
Care plan
$249/mo
4 credits every month
- First response in 24 h
- Priority P2 queue
- Roll over 1 month
Prices exclude GST for Indian customers. INR pricing available on the pricing page.
Your application stays confidential
Private tickets
Only you and the assigned developer can see a ticket.
Scanned & encrypted
Uploads are malware-scanned and encrypted at rest.
Internal notes stay internal
Investigation notes are isolated server-side, never sent to the browser.
Automatic deletion
Attachments are deleted 90 days after a ticket closes.
Frequently asked questions
Can't find what you need? Read the full FAQ.
A solution or fix, a workaround, a diagnosis with specific next steps, a confirmed product defect with a reproducible case, or a scoped quote if the issue needs more work than your credits cover.
Get your Aware IM application unblocked.
Create a ticket in about 5 minutes. The clock starts as soon as it's activated.