Contact Channels
Support
- Email: services@softnix.co.th
- Phone: 02-245-4942-3
- Ticket System: ticket.softnix.co.th
- Help Guide: ticket.softnix.co.th/help
Sales
- Email: sales@softnix.co.th
Service Overview
Bug Fixes & Patches
- Critical bugs: 4-hour fix
- Major bugs: 24-hour fix
- Security patches & hotfixes
Software Updates
- Feature enhancements
- Performance improvements
- LLM model updates
Technical Support
- 8x5 online consultation
- 24/7 emergency hotline
- Ticket support system
System Monitoring (Optional)
- Quarterly health checks & reports
- Usage analytics
- Optimization recommendations
SLA (Service Level Agreement)
| Priority | Response Time | Resolution Target | Availability |
|---|---|---|---|
| CRITICAL | 2 hours | 4 hours | 24/7 Hotline |
| HIGH | 8 hours | 24 hours | 8x5 Business Hours |
| MEDIUM | 24 hours | Next Update Cycle | 8x5 Business Hours |
| LOW | 48 hours | Scheduled | 8x5 Business Hours |
Business Hours
- Standard Support: Monday–Friday 08:30–17:30 (GMT+7, excl. holidays)
- Emergency Hotline: 24/7 direct call to assigned engineer for CRITICAL incidents only
- Email Response: Guaranteed within 4 hours
Software Maintenance & Updates
- Security & Patches: OS, application, and access channel security patches. Library updates applied only when they do not impact platform functionality.
- Note: Softnix does not provide vulnerability scanning; checks are done 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: External models (GPT-4.1, Gemini, Claude) auto-update. Local LLM manual updates available on request for Max edition.
Change Requests & Data Engineering
- 5 mandays of dedicated Data Engineer support included per subscription year
- Examples: Add new AI Knowledge datasets, modify or optimize Prompt instructions, integrate with additional CRM or databases
- Free consultation for new AI Knowledge datasets and Prompt instruction optimization
- All Change Requests require mutual approval before execution
- Requests exceeding 5 mandays 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
| Type | Response | Fix | Description |
|---|---|---|---|
| Critical Bug | 2h | 4h | System completely down or core AI functionality is unusable, blocking all users |
| Major Bug | 8h | 24h | Key feature impaired but system still partially usable; workaround may exist |
| Security Patches & Hotfixes | — | Urgent | Deployed outside normal release cycle for security vulnerabilities or zero-day threats |
Support Tiers
| Priority | Response / Resolution | Description |
|---|---|---|
| CRITICAL | 2h / 4h | System down, all users blocked |
| HIGH | 8h / 24h | Key feature broken, workaround exists |
| MEDIUM | 24h / next cycle | Minor feature issue, non-blocking |
| LOW | 48h / scheduled | Cosmetic / question / enhancement |
Manday
One full working day (8 hours) of a Softnix Data Engineer dedicated to your project. Your subscription includes 5 mandays per year. Unused mandays do not roll over to the next subscription year.
Change Request (CR)
A formal request to modify, enhance, or add functionality to your GenAI platform beyond standard maintenance. Requires mutual approval. CRs exceeding 5 mandays are quoted separately.
Why Renew Your Subscription?
| Without Subscription | With Active Subscription |
|---|---|
| ✕ No software updates or patches | ✓ Continuous security protection |
| ✕ No security vulnerability fixes | ✓ Latest LLM models & features |
| ✕ No technical support access | ✓ 8x5 support + 24/7 emergency |
| ✕ No phone or remote assistance | ✓ Dedicated ticket system access |
| ✕ No Data Engineer mandays | ✓ 5 mandays Data Engineer support |