SoftnixSoftnix Trust Center
ไทย
Back to Home

Support Center

Softnix contact and support information. The service levels below are the Softnix standard SLA, which applies as a single standard to all products; actual service levels for each customer are as specified in the contract.

Last updated: 2026-01-15

Contact Channels

Support

Sales

Service Overview

Bug Fixes & Patches

  • Critical bugs: 4-hour fix target
  • Major bugs: 24-hour fix target
  • Security patches & hotfixes

Software Updates

  • Feature enhancements
  • Performance improvements
  • LLM model updates (AI products)

Technical Support

  • 8x5 online consultation (business hours)
  • A dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract
  • Remote support
  • Ticket support system
  • On-site support via service coupon, or as specified in the contract
  • Hardware: on-site service next business day, or as specified in the contract

System Monitoring (Optional)

  • Quarterly health checks & report
  • Usage analytics
  • Optimization recommendations

SLA (Service Level Agreement)

PriorityResponse TimeResolution TargetAvailability
CRITICAL2 hours4 hoursA dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract
HIGH8 hours24 hours8x5 Business Hours
MEDIUM24 hoursNext update cycle8x5 Business Hours
LOW48 hoursScheduled8x5 Business Hours

Business Hours

  • Standard Support: Monday–Friday 08:30–17:30 (GMT+7, excl. holidays)
  • CRITICAL incidents: around the clock via a dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract (02-245-4942-43 is staffed during 8x5 business hours only)
  • Email Response: within 4 hours during 8x5 business hours (services@softnix.co.th); response and resolution times by priority follow the SLA table above

Software Maintenance & Updates

  • Security & Patches: OS, application, and access channel security patches. Library updates applied only when they do not impact platform functionality.
    • Note: Vulnerability scanning is not included as a service under this subscription; checks are performed by the customer or identified during development.
  • Minor Version Updates: New features, performance improvements, and compatibility updates — manual update included with subscription.
  • LLM Model Updates (AI products): External models (e.g., OpenAI GPT, Google Gemini, Anthropic Claude) are updated by their providers, and the availability of specific models depends on each provider. Local LLM manual updates are available on request for supporting editions (e.g., Softnix Gen AI Max edition).

Change Requests & Data Engineering

  • Data Engineer support for change requests: 5 mandays per subscription year for Softnix Gen AI / AI In The Box (unless the contract states otherwise); for other products, the number of mandays (if any) is as specified in the contract
  • Examples: integrate with additional CRM or databases; for AI products, add new AI Knowledge datasets or modify or optimize Prompt instructions
  • Free consultation for new AI Knowledge datasets and Prompt instruction optimization (AI products)
  • All Change Requests require mutual approval before execution
  • Requests exceeding the mandays included in the package or contract may incur additional charges
  • Priority scheduling is jointly determined by customer and Softnix team

Technical Assistance

  • Setup and Configuration
  • Troubleshooting
  • Integration Support
  • Performance Optimization
  • Security Consultation

Customer Responsibilities

Infrastructure

  • Server environment & UPS
  • Network connectivity & load balancer
  • Internet bandwidth for APIs

Security & Access

  • AD group management, Logging
  • Password policy enforcement
  • Firewall, VPN, Regular access reviews

Data Management

  • Data updates & validation
  • Knowledge base maintenance
  • Content quality reviews

Operations

  • First-level user support
  • Routine monitoring & backups
  • Maintenance coordination

Key Definitions

Bug Severity & Emergency Response

TypeResponseFixDescription
Critical Bug2h4hSystem completely down or core product functionality is unusable, blocking all users
Major Bug8h24hKey feature impaired but system still partially usable; workaround may exist
Security Patches & Hotfixes—UrgentDeployed outside normal release cycle for security vulnerabilities or zero-day threats
24/7 channel for CRITICAL incidents——A dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract, used for CRITICAL incidents only (e.g., appliance hardware failure, or the system becoming unresponsive outside business hours)

Support Tiers

PriorityResponse / ResolutionDescription
CRITICAL2h / 4hSystem down, all users blocked
HIGH8h / 24hKey feature broken, workaround exists
MEDIUM24h / next update cycleMinor feature issue, non-blocking
LOW48h / scheduledCosmetic / question / enhancement

Manday

One full working day (8 hours) of a Softnix Data Engineer dedicated to your project. For Softnix Gen AI / AI In The Box, the standard package includes 5 mandays per subscription year (unless the contract states otherwise); unused mandays do not roll over to the next subscription year. For other products, this is as specified in the contract.

Change Request (CR)

A formal request to modify, enhance, or add functionality to your Softnix product beyond standard maintenance. Requires mutual approval. CRs exceeding the mandays included in the package or contract are quoted separately.

Why Renew Your Subscription?

Without SubscriptionWith Active Subscription
✕ No software updates or patches✓ Continuous security protection
✕ No security vulnerability fixes✓ Latest features (and latest LLM models for AI products)
✕ No technical support access✓ 8x5 support + 24/7 channel for CRITICAL incidents
✕ No phone or remote assistance✓ Dedicated ticket system access
✕ No Data Engineer mandays✓ Data Engineer support (Gen AI: 5 mandays per year; other products as per contract)