Dating Pro organized several types of SLA support service to ensure that appropriate actions can be taken efficiently and effectively to resolve any problems or concerns of customers. More advanced types of support service (Deposit and 24/7) are designed to simplify resource allocation, create escalation paths, and give each customer's request the attention it deserves.
What SLA success support service does Dating Pro offer?
Success support provided by our team
SLA 1: Always free for everyone AI Chat Bot: Maximum response time is 5 seconds. To start it, click on the live chat icon in the bottom right corner.
Feature comparison | SLA 1 | SLA 2 | SLA 3with chat operators | SLA 4 |
Price per month 6* | Free | $69 /mo
Included with license purchase | $669 /mo | |
Price per year | Free | - | - | - |
External Professionals' (D) time per month 2* | - | - | - | 10 hours |
SLA Median time elapsed from creation to close conversations | 5 seconds | 1h 7m
| 1h 7m | 1h
|
Maximum response time | - | 48h | 48h | 12h 24/7 *4 |
Roles assigned 5* | CSM | CSM + D + CO 1* | CSM + D | |
NPS | 65% | 90% | 90% | 90% |
Channels - chat: Chat | Chat
| Chat
Whatsapp | Chat
Whatsapp | Chat
Whatsapp |
Channels - voice: 89/hour Zoom, google meet with screen sharing, and anydesk for managing your desktop; chat with us to book a time. | - | + | + | + |
Transparent time tracking for subtasks in Jira Cloud
Separate project board creation to track the progress of each request | - | + | + | + |
Software installation
Website set up with the standard software instruments | - | + | + | + |
Website migration to another server, backup creation
| - | + | + | + |
What can we ask about your project to make a faster free evaluation? Example of a project description: Idea, templates, wireframe, prototype. | - | + | + | + |
Visual and functional changes not requiring any major code rewriting | - | + | + | + |
Visual and functional changes with requiring any major code rewriting 2* | - | + | + | + |
Third-party solutions integrations (i.e. Facebook login, Google login, Twitter login) 2* | - | + | + | + |
Server/domain connection assistance 2* | - | + | + | + |
Empower your dating platform with AI features without the need for extra accounts or paid APIs. Seamlessly integrate AI services into your dating platform without juggling multiple accounts and expensive APIs. | - | + | + | + |
Frequently Asked Questions
I have a question regarding the technical support, if I buy it does the developer have time to fix all my bugs, I have made a list?
The SLA 8h/5d includes: Up to 2 developer hours. Unlimited hours are included in Expert services.
If you want to fix bugs in the most urgent way, you can choose:
Expert services with an hourly rate of $180 per hour (out of turn). https://help.datingpro.com/en/articles/5582223-frequently-asked-questions-dating-pro-professional-services
SLA 24h/7d with up to 8 hours of developer work out of turn of other clients.
Our resources are limited. We offer flexible prices and rates.
I'm looking for a customer support phone number
We provide phone support only in urgent cases for the SLA 24h/7d plan.
How to get requests resolved with paid SLA support
Please provide a complete list of everything you would like to have done, so that we can divide these tasks between:
A specific number of developer hours included in your SLA plan.
Your assistant manager.
You can also send us the entire list, and we will figure out which tasks should be assigned to the developer and which ones I can help you with.
*1
If the specific request cannot be delivered within the frames of standard technical support, our support managers will inform you about it and either offer alternative options or direct your request to the extra development department.
*2
Each request, support one or custom one, is estimated by the developer. The estimations can go from a few minutes to several hours. Each estimation gets its money-cost based on the rates. The cost is updated for your approval and, when you approve it, the task is put to production. All the expenses are covered by the sum of the deposit. The remaining sum is always updated for you to see.
Why we can issue an invoice for correcting errors when customizing the Dating Pro platform for your business
*3 Deposit:
offers you a more convenient way of work that we`re using with the large-scale customers with frequent and/or complex requests. This model operates on the basis of deposits and account management. This is what it includes:
1 - We create a separate project board for our customers, where our customers post their requests (to eliminate the possibility of email malfunction)
2 - The customers place deposit sums with our company, usually within the scale of $500, but can be negotiated
3 - The company sets transparent hourly rates for the customer: support, customization and Q&A services
4 - Each request, support one or custom one, is estimated by the developer. The estimations can go from a few minutes to several hours. Each estimation gets its money-cost based on the rates
5 - We update the cost for your approval and, when you approve to put it to production, we do the work, both support and custom. All the expenses are covered by the sum of the deposit. The remaining sum is always updated for you to see
6 - The requests are processed by your personal account manager, and both support and the custom works will be done by the developer who`s usually working on your project. Meaning, it will be done in the prioritized order as opposed to the standard technical support, and by a more experienced developer
The vantage point of this model is that you`ll be able to track the progress of each request in the board and never lose any request; because of the fully paid basis, we will be enlisting the most efficient developers to do the work; testing will be included for the custom works or complex support requests.
*4 24h/7d:
Responsible support manager always available to process your requests out of turn and update you about work progress;
Your requests will be in priority among others.
*5 Roles
D - Professionals involved in projects: developers, marketers, designers, copywriters, product owners...
CSM - Customer Success Manager
*6
After your chosen SLA subscription period expires: if you cancel your subscription, you will be moved to SLA1 and will continue to receive service unless you cancel it.
We use Anydesk to save you time
To organize and control the work on your project, we use Kanban boards. Therefore, after purchasing a license, you will be granted access to a Kanban board specific to your project.
A kanban board is an agile project management tool designed to help visualize work, limit work-in-progress, and maximize efficiency (or flow). Kanban boards use cards, columns, and continuous improvement to help technology and service teams commit to the right amount of work, and get it done!
Please note that if the client's tariff plan does not include developer participation (TS support), we do not start processing requests sent less than one working day before the end of the technical support period. In cases where the client's technical support plan includes developer involvement (TSD support), requests sent less than three working days before the expiry of the support period are also not accepted for processing.
Elements of a kanban board
Visual Signals — One of the first things you’ll notice about a kanban board are the visual cards (stickies, tickets, or otherwise). Kanban teams write all of their projects and work items onto cards, usually one per card. For agile teams, each card could encapsulate one user story. Once on the board, these visual signals help teammates and stakeholders quickly understand what the team is working on.
Columns — Another hallmark of the kanban board are the columns. Each column represents a specific activity that together compose a “workflow”. Cards flow through the workflow until completion. Workflows can be as simple as “To Do,” “In Progress,” “Complete,” or much more complex.
Work In Progress (WIP) Limits — WIP limits are the maximum number of cards that can be in one column at any given time. A column with a WIP limit of three cannot have more than three cards in it. When the column is “maxed-out” the team needs to swarm on those cards and move them forward before new cards can move into that stage of the workflow. These WIP limits are critical for exposing bottlenecks in the workflow and maximizing flow. WIP limits give you an early warning sign that you committed to too much work.
Commitment point — Kanban teams often have a backlog for their board. This is where customers and teammates put ideas for projects that the team can pick up when they are ready. The commitment point is the moment when an idea is picked up by the team and work starts on the project.
Delivery point — The delivery point is the end of a kanban team’s workflow. For most teams, the delivery point is when the product or service is in the hands of the customer. The team’s goal is to take cards from the commitment point to the delivery point as fast as possible. The elapsed time between the two is the called Lead Time. Kanban teams are continuously improving to decrease their lead time as much as possible.
A kanban board with these five elements will undoubtedly set your team up for success.
To learn more about Kanban boards, visit the Atlassian website.
