Flexito OmniAI Partner Support SOP

Flexito OmniAI support is designed to ensure you have seamless experiences with our platform, offering guidance, troubleshooting, and specialised services. Whether you're building new setups or encountering issues, our support team is here to assist you every step of the way. Discover how our structured support can help you achieve your goals efficiently.

We aim to clearly outline the type of support you can expect from us and when it will be available.

This support SOP is designed to inform you of what you can anticipate from us and what we require from you when you submit a ticket.

What can you expect from Flexito OmniAI support?

Flexito OmniAI support is structured with multiple layers to effectively assist all users. Here, we detail these layers so you can refer to them whenever necessary.

General guidance

If you're uncertain about building something or your current setup, Flexito OmniAI support provides general guidance to help you solve your issue or construct a specific setup.

Troubleshooting

If a feature or integration isn't functioning as described in our documentation (available at ), we will investigate by replicating the issue in both your workspace and ours.

If a verified bug is identified, we will report it to our development team for further review and resolution.

If the issue is determined to be related to user setup, we will offer insights on what the problem is and how you can fix it.

Requesting automation builds or resolving user setup issues

Some users prefer that our support team build the automation or resolve existing issues for them.

While this is outside our standard support scope, we offer a paid consultation option (). This allows you to "hire" our team to build your solution or fix an existing setup by purchasing a consultation package.

Before proceeding, we recommend contacting support by submitting a ticket to . This allows us to review your needs and advise on the most suitable package.

Support response times

Depending on the issue type, here are the general timeframes for our initial responses to different cases:

• Platform features and integrations tickets – within the hour from Monday to Saturday

• Billing or payment issues – within 36 hours unless stated otherwise, from Monday to Saturday

• Platform bugs – within 48 hours unless stated otherwise. Often sooner, but depends on the bug's complexity.

What we need from you

Before submitting a ticket, we require you to provide initial support to your clients. Only after extensive troubleshooting should you submit a ticket to us.

Here is what we need from you when you contact us.

Initial troubleshooting

We expect you to perform initial troubleshooting when clients report an issue. Before reaching out to us, you should:

• Investigate the reported issue in the client’s workspace and bot

• Check the error log for any indications of an issue

• Preview the setup to see if the issue can be replicated

• If replicable, attempt to recreate the issue in your own workspace

• Determine if it is a user setup issue or a platform bug

Submitting a ticket

If your initial troubleshooting does not resolve the issue, please provide the following when submitting a ticket:

• Workspace ID

• Bot name

• Flow name

• Explanation of the issue

• Your findings from the initial investigation, covering the points in Initial Troubleshooting

• A simplified flow for our team to test

• A step-by-step description to replicate the error

We request these steps because, as an agency, you are responsible for initial client support. These are the steps we follow when supporting our regular users.

This process gives us detailed insights into the issue, enabling faster troubleshooting.

If any details are missing, we may request them before providing proper support to help resolve your issues.