Service Level Agreement

AjnaSupport by AjnaLens is a Department for Support and assistance related to all the products developed and services catered under the brand AjnaLens by Dimension NXG Pvt. Ltd.

AjnaSupport offers Chat and Ticketing services to assist Customers and End Users. All queries related to products and services can be raised and directed to the Chatbot active on Community Portal -https://www.ajnalens.com/community . In case the user is unsatisfied with the response, he/she can raise a ticket submitting the complete user scenario and details for quicker and faster response.Users may also write mail to  support@ajnalens.com only if the SLA is breached and escalation response email is not received by the User.

This Service Level Agreement defines the queries as per the following buckets and are expected to be resolved OR responded with probable actions as given below:

  1. High Priority Queries - 4 to 6 hrs

All the Queries related to the Product and Services solely developed by AjnaLens and if approached by a Premium Support Customer by a dedicated Project Manager along with appropriate Ticket ID mentioned against It.
Includes: Portal Related Queries, Access to Content Related Queries, Payment Related Queries, Product Setup.

  1. Medium Priority Queries - 6 to 12 hrs

Queries Related to AjnaLens Products and Services with dependent Third Party Support. A response on the next possible activity will be shared with the end user. This is an activity wherein issue replication and accordingly response preparation might take time.

  1. Low Priority Queries - 24 hrs

All the Queries related to the Products and Services provided under the AjnaLens Purchase Orders and are eligible for support would be responded within 24 hrs of the received Query.

For Hardware Related Support:

  1. All the products covered under warranty, and experiencing any manufacturing defect requires the user to  Raise a Ticket against the same through the Support form.
  2. AjnaLens to setup Video Inspection and Guidance Call within 2 working days for assistance w.r.t the ticket raised.
  3. For products that have received confirmation email from Ajnalens for warranty acceptance and accordingly no physical damage or violation as per Hardware Warranty Agreement is verified by AjnaLens, the user needs to return the product to the below address at HO (Head Office) AjnaLens.

Premium Support ( Reach Out at support@ajnalens.com to get the subscription)

  • Get a Dedicated Project Manager responsible for fixing the issues.
  • Call Support
  • First Level Response within 3 hrs of Working day as per IST timezone
  • Reach out to Know more.

AjnaLens HO: 527,528, 5th floor, Lodha Supremus, 2, Rd Number 22, beside new passport office, Wagle Industrial Estate, Thane West, Thane, Maharashtra 400604