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Support

Researchers can reach to Safehats team from “Support” Options.

Email Support

Can send email directly to to safehats@instasafe.com.

Telephone Support Research can reach out to helpdesk number +91-844-844-8548 Ext: 86

Chat Support

Help

The Researcher Help is also available inside the platform.

SLA and Uptime Guarantee

Safehats is committed to delivering a reliable and consistently available service to all users. Our Service Level Agreement (SLA) is designed to provide users with clear expectations regarding the availability of our platform and the responsiveness to critical issues.

Platform Availability:

  • Uptime Commitment: Safehats guarantees a platform uptime of 99.90%, ensuring that our services are available to users with minimal downtime.
  • Maintenance Windows: Scheduled maintenance times are communicated in advance to minimize any impact on service availability. These periods are excluded from our uptime calculations and are planned during low-usage hours to ensure minimal disruption.

Response Times for Critical Issues:

  • Immediate Response: Safehats prioritizes critical issues, with a commitment to respond to such incidents within 1 hour of being reported.
  • Resolution Times: While response times are immediate, resolution times can vary depending on the complexity of the issue. Our SLA specifies target resolution times based on the severity of the issue, with the aim to resolve critical issues as quickly as possible.

SLA Details:

  • Service Coverage: The SLA covers all aspects of platform functionality, including user access, security features, and core operations.
  • Compensation: In the event of failing to meet the guaranteed uptime, Safehats offers compensation to affected users. The specifics of such compensation are detailed in the SLA, providing fair remedies and acknowledgments for service interruptions.

Monitoring and Reporting:

  • Continuous Monitoring: Safehats employs state-of-the-art monitoring systems to oversee platform performance continuously. This enables us to detect and address potential issues proactively.
  • Transparency in Reporting: We provide regular performance reports to our users, which include uptime statistics and incident response outcomes. This ensures transparency and maintains trust with our users.

Support and Communication:

  • Dedicated Support: Our dedicated support team is available 24/7 to address any questions or issues related to the SLA or platform performance.
  • Communication Channels: Users can report issues and receive updates through multiple channels, including email, phone, and a dedicated support portal.

Review and Adjustment:

  • Periodic Review: Safehats reviews its SLA terms periodically to ensure that they remain competitive and reflect the latest in service standards and user expectations.
  • Feedback Integration: User feedback is crucial in shaping our SLA policies. We actively seek out and incorporate user insights to improve our service commitments.

Free and Continuous Platform Updates

Safehats is committed to continuous improvement and innovation. Our platform is regularly updated to enhance functionality, introduce new features, and bolster security, ensuring that our users receive the most efficient and secure experience possible.

Update Categories:

  • New Features: We consistently innovate and expand our platform's capabilities by introducing new features that enhance user experience and meet evolving security needs.
  • Improvements: Based on user feedback and our own assessments, we make ongoing improvements to existing features and platform usability to ensure optimal performance and user satisfaction.
  • Security Fixes: Security is a top priority for Safehats. We regularly implement security updates to address vulnerabilities, enhance data protection, and maintain compliance with the latest industry standards.

Update Process:

  • Scheduled Updates: Most platform updates are scheduled and communicated to users in advance. This scheduling helps minimize any disruption to service and allows users to prepare for changes that might affect their operations.
  • Emergency Updates: In the case of critical security vulnerabilities, emergency updates may be conducted immediately. These are designed to secure the platform and protect user data without prior notice, but a follow-up communication is always sent to explain the necessity and nature of the update.

User Involvement and Communication:

  • Beta Features: Users have the option to participate in beta testing for new features. This allows for real-world testing and feedback before a full rollout, ensuring the updates meet user needs and expectations.
  • Feedback Channels: We actively encourage user feedback on new updates through surveys, user forums, and direct communication channels. This feedback is crucial for continuous improvement.
  • Update Notifications: Users are notified of upcoming updates via email, in-platform notifications, and our dedicated updates webpage. Detailed release notes accompany each update to outline the changes and improvements.

Support and Resources:

  • Documentation: Updated documentation is provided with each new release to help users understand and leverage new features and improvements.
  • Training and Webinars: We offer regular training sessions and webinars to help users familiarize themselves with new functionalities introduced in updates.
  • Customer Support: Our customer support team is available to assist with any questions or issues arising from updates. Support is provided through multiple channels, ensuring easy accessibility for all users.

Provisioning of Sandbox Instances

Safehats supports the provisioning of sandbox instances, providing users with a secure and isolated environment for testing and development. Our platform is designed with scalability in mind, ensuring that additional sandbox instances can be easily accommodated to meet the specific needs of our users.

Features of Sandbox Provisioning:

  • Isolated Testing Environment: Each sandbox instance functions as an isolated environment, allowing developers and researchers to test new features, configurations, or security settings without affecting the live environment. This isolation helps in minimizing risks associated with direct modifications to the production environment.
  • Scalability: The Safehats platform is engineered to seamlessly scale, supporting the deployment of multiple sandbox instances as needed. Whether a single user requires numerous sandboxes for different projects or a large enterprise needs various sandboxes for multiple teams, our platform can efficiently manage and provision these instances.
  • Customization: Users can customize their sandbox environments to mimic their production environments closely. This includes the ability to configure system settings, upload specific data sets, and integrate with other tools and platforms for comprehensive testing.

Provisioning Process:

  • Request and Approval: Users request sandbox instances with requirement specification and intended use cases. These requests are then reviewed and approved by our technical team to ensure compliance with our usage policies.
  • Resource Allocation: Resources such as CPU, memory, and storage are allocated based on the specific needs of the sandbox. Resource adjustments are straightforward, providing flexibility as project demands evolve.
  • Security Controls: Despite being isolated from the production environment, each sandbox is equipped with comprehensive security controls to protect against unauthorized access and potential vulnerabilities.
  • Lifecycle Management: Sandboxes can be easily spun up or down based on the project lifecycle. Our platform supports quick decommissioning of sandboxes, ensuring that resources are efficiently managed and secured when not in use.
  • Technical Support: Safehats offers full technical support for provisioning and managing sandbox instances. Our team is available to assist with setup, troubleshooting, and optimization.
  • Comprehensive Documentation: Detailed documentation is provided to guide users through the process of requesting, configuring, and using sandbox instances. This includes best practices for utilizing sandboxes for development and testing purposes.