> For the complete documentation index, see [llms.txt](https://eventx-hq.gitbook.io/knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eventx-hq.gitbook.io/knowledge-base/event-setting/account-and-billing/eventx-service-level-agreement.md).

# Service Level Agreement

EventX provides different levels of support depending on your subscription plan. The table below summarises the Service Level Agreement (SLA) for each plan, including email & chat support response times and optional add-on support services.

## Service Level Agreement by Plan

| Plan       | Email & Chat Support (business hours) | Dedicated WhatsApp Group Support | Standby Remote Support        | Onsite Technical Support      |
| ---------- | ------------------------------------- | -------------------------------- | ----------------------------- | ----------------------------- |
| Free       | No SLA                                | No                               | -                             | -                             |
| Essential  | Within 24 hrs                         | No                               | Included (separate quotation) | Included (separate quotation) |
| Enterprise | Within 4 hrs                          | Yes                              | Included (separate quotation) | Included (separate quotation) |

## Free Plan

* No SLA is provided for the Free Plan.

## Essential Plan

1. Email and Chat support reply, within **24 hours** in business hours.
2. Dedicated WhatsApp Group Support: **No**
3. Standby remote support can be included, subject to a **separate quotation**.
4. Onsite technical support can be included, subject to a **separate quotation**.

## Enterprise Plan

1. Email and Chat support reply, within **4 hours** in business hours.
2. Dedicated WhatsApp Group Support: **Yes**
3. Standby remote support can be included, subject to a **separate quotation**.
4. Onsite technical support can be included, subject to a **separate quotation**.

## Frequently Asked Questions

### Q: Which plan includes a Service Level Agreement?

**A:** The Essential and Enterprise plans include an SLA. The Free Plan does not include any SLA.

### Q: What is the support response time for each plan?

**A:** Essential Plan replies within 24 hours during business hours, while Enterprise Plan replies within 4 hours during business hours.

### Q: Does the Enterprise Plan include dedicated WhatsApp Group support?

**A:** Yes, the Enterprise Plan includes dedicated WhatsApp Group support.

### Q: Are standby remote support and onsite technical support included in my plan?

**A:** Both standby remote support and onsite technical support can be included for the Essential and Enterprise plans, subject to a separate quotation.