> For the complete documentation index, see [llms.txt](https://docs.commengine.xyz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.commengine.xyz/sla1.md).

# CommEngine sCRM & Customer Growth Solution | Support & Service Structure

**Definition:**

**Services** must mean the services to be provided by the CommEngine to its SaaS customer business, admins, agents and management.

**System** must mean the CommEngine social CRM, Profiling, Retargeting, Analytics system or its cloud infrastructure.

 

**Problem** must mean the situation where existing functions or services of the CommEngine

provided equipment and systems are affected or interrupted. And the “problems” are classified as

critical/emergency, major and minor.

**Trouble Ticket** **(TT)** must mean a problem or defect in the system impacting service reported by CommEngine

to the  Service Provider/Vendor.

**Service Level Agreement** must mean the level of services mentioned in this agreement.

 

**Remedy** means the solution provided to return to the previous service state.

**Restoration** means, the action(s) required to prevent the reoccurrence of a problem followed by root

cause analysis(RCA) of the problem and application of the solution.

**Site** means the location(s) where the System  ( here CommEngine online & remote access )

 

**Response time** means the time taken by the Service Provider/Vendor to respond to the CommEngine after a ticket is opened by phone, e-mail or messenger/ web-based tool.

```
Interested to know more? Don't worry
buzz us: contact@commengine.xyz | www.facebook.com/supportCE
```


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