{"id":25450,"date":"2025-11-14T16:58:08","date_gmt":"2025-11-14T16:58:08","guid":{"rendered":"https:\/\/waybiller.com\/?page_id=25450"},"modified":"2025-11-14T16:58:11","modified_gmt":"2025-11-14T16:58:11","slug":"palvelustandardit","status":"publish","type":"page","link":"https:\/\/waybiller.com\/fi\/palvelustandardit\/","title":{"rendered":"Palvelustandardit"},"content":{"rendered":"<section class=\"section blog-hero\">\n\t<div class=\"container\">\n\t\t\t\t\t<h1>Palvelustandardit<\/h1>\n\t\t\t\t\t<\/div>\n<\/section>\n\n<section class=\"section content-text\">\n\t<div class=\"container\">\n\t\t\t\t\t<p>Last updated 12.11.2025.<\/p>\n<p>Waybiller provides a digital transport and e-waybill management platform where reliable performance and responsive customer support are our top priorities. These Service Standards describe the level of service, response times, and quality commitments our customers can expect under each pricing plan.<\/p>\n<p>These are <strong>not contractual SLAs<\/strong>, but reflect our <strong>service promises and internal quality principles<\/strong> that guide both our human and AI-powered support.<\/p>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<h5 class=\"wp-block-heading\"><strong>1. GENERAL PRINCIPLES<\/strong><\/h5>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<p><span style=\"font-weight: 400;\">Our support team is available <strong>Monday to Friday, 09:00\u201317:00 (EET)<\/strong><\/span>. You can reach us through the following channels:<\/p>\n<ul>\n<li>In-app chat<\/li>\n<li>Email<\/li>\n<li>Phone<\/li>\n<li>AI Voice Agent Veiko, available 24\/7 in Estonian, Russian, and English<\/li>\n<\/ul>\n<p>All requests are categorized by priority: <strong>urgent, high, or normal<\/strong> (see Section 3).<\/p>\n<p>Human support is provided in <strong>Estonian and English<\/strong>, while <strong>AI Agent Veiko <\/strong>supports<strong> Estonian, Russian, and English<\/strong>.<\/p>\n<p><span style=\"font-weight: 400;\"><strong>About AI Agent Veiko:<\/strong><\/span><\/p>\n<p><strong>Veiko<\/strong> is Waybiller\u2019s intelligent voice assistant, designed to help customers instantly \u2014 any time of day or night. Veiko can:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Answer frequently asked questions (e.g. <\/span><i><span style=\"font-weight: 400;\">\u201cI forgot my password\u201d<\/span><\/i><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Guide users through key workflows (e.g. <\/span><i><span style=\"font-weight: 400;\">creating an e-waybill, managing transport orders, adding origin\/destination<\/span><\/i><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Collect and categorize support requests for the human team<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If an issue cannot be solved automatically, Veiko creates a ticket for a human support agent. <\/span><span style=\"font-weight: 400;\">AI Agent Veiko provides an <\/span><b>instant first response 24\/7<\/b><span style=\"font-weight: 400;\">, even outside business hours.<\/span><\/p>\n<p><b>Note:<\/b><span style=\"font-weight: 400;\"> Veiko is currently in a <\/span><b>testing and learning phase<\/b><span style=\"font-weight: 400;\">. He is continuously improving based on real customer interactions, and some answers may still be limited or routed to a human agent for confirmation.<\/span><\/p>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<h5 class=\"wp-block-heading\"><strong>2. RESPONSE AND RESOLUTION TIMES<\/strong><\/h5>\n<p><strong>Free Plan<\/strong><\/p>\n<ul>\n<li><strong>First response:<\/strong> within 2 business days<\/li>\n<li><strong>Critical issue response:<\/strong> handled in general queue<\/li>\n<li><strong>Target resolution:<\/strong> within 4 business days<\/li>\n<li><strong>Support channels:<\/strong> Email, Chat, Help Center, Phone<\/li>\n<\/ul>\n<p><strong>Client Plan<\/strong><\/p>\n<ul>\n<li><strong>First response:<\/strong> within 1 business day<\/li>\n<li><strong>Critical issue response:<\/strong> within 6 business hours<\/li>\n<li><strong>Target resolution:<\/strong> within 3 business days<\/li>\n<li><strong>Support channels:<\/strong> Email, Chat, Help Center, Phone<\/li>\n<\/ul>\n<p><strong>Integrated Client Plan<\/strong><\/p>\n<ul>\n<li><strong>First response:<\/strong> within 4 business hours<\/li>\n<li><strong>Critical issue response:<\/strong> within 3 business hours<\/li>\n<li><strong>Target resolution:<\/strong> 1 business day for critical issues; within 2 days for others<\/li>\n<li><strong>Support channels:<\/strong> Email, Chat, Help Center, Phone<\/li>\n<\/ul>\n<p><strong>Priority Client Plan<\/strong><\/p>\n<ul>\n<li><strong>First response:<\/strong> within 2 business hours<\/li>\n<li><strong>Critical issue response:<\/strong> within 1 business hour<\/li>\n<li><strong>Target resolution:<\/strong> same business day<\/li>\n<li><strong>Support channels:<\/strong> Email, Chat, Help Center, Phone<\/li>\n<\/ul>\n<p><strong>Notes:<\/strong><\/p>\n<ul>\n<li><em>First response = when a support agent first acknowledges the request.<\/em><\/li>\n<li><em>Resolution time = when a practical solution, workaround, or fix is delivered.<\/em><\/li>\n<li><em>AI Agent Veiko provides an instant first response 24\/7.<\/em><\/li>\n<li><em>Issues requiring product development may take longer, depending on release cycles.<\/em><\/li>\n<\/ul>\n<h5 class=\"wp-block-heading\"><strong>3. PRIORITY LEVELS<\/strong><\/h5>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<p>AI Agent Veiko automatically identifies and tags each ticket\u2019s priority, ensuring that <strong>critical cases are escalated immediately<\/strong> to human support.<\/p>\n<p><strong>1. Urgent Priority<\/strong><\/p>\n<p><strong>Definition:<\/strong> A severe issue that completely prevents the customer from using Waybiller or performing essential business operations.<\/p>\n<p><strong>Impact:<\/strong> System unavailable, operations halted, or data cannot be exchanged. No workaround exists.<\/p>\n<p><strong>Examples: <\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Waybiller web or mobile platform unavailable<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">API or integration failures (e.g. weighbridge, ERP, invoicing systems) blocking daily operations<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">System errors preventing e-waybill creation or sending<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Login or authentication failures affecting all users<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Critical data errors causing compliance or operational failure<\/span><\/li>\n<\/ul>\n<p><strong>2. High Priority<\/strong><\/p>\n<p><strong>Definition:<\/strong> A notable malfunction or partial outage affecting performance or efficiency but not fully blocking operations.<\/p>\n<p><strong>Impact:<\/strong> Some functions, integrations, or users are affected; workflows continue but with reduced efficiency or manual workarounds.<\/p>\n<p><strong>Examples:<\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Errors or missing data on waybills (not causing compliance failure)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Specific features or user accounts not working properly<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Partial failure of integrations or data transfer<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Delays in automated notifications or updates<\/span><\/li>\n<\/ul>\n<p><strong>3. Normal Priority<\/strong><\/p>\n<p><strong>Definition:<\/strong> <span style=\"font-weight: 400;\">General requests, usability questions, or cosmetic issues that do not impact operations or performance.<\/span><\/p>\n<p><strong>Impact:<\/strong> No interruption to service; handled according to queue and roadmap.<\/p>\n<p><strong>Examples:<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Training or configuration requests<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Feature suggestions or usability improvements<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Minor layout or language inconsistencies<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Account or company detail updates<\/span><\/li>\n<\/ul>\n<p><strong>Note:<\/strong><\/p>\n<p>Priority is reviewed by the support team based on actual impact and urgency. Customers can suggest urgency when submitting a ticket, but Waybiller may adjust the final level for consistency. Critical issues are always handled first, regardless of package level.<\/p>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<h5 class=\"wp-block-heading\"><strong>4. SCOPE OF SUPPORT<\/strong><\/h5>\n<p><span style=\"font-weight: 400;\">All Waybiller users have access to:<\/span><\/p>\n<ul>\n<li>Help Center<\/li>\n<li>Information about product updates and new features<\/li>\n<li>24\/7 self-service via AI Agent Veiko<\/li>\n<\/ul>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<h5 class=\"wp-block-heading\"><strong>5. PLATFORM AVAILABILITY<\/strong><\/h5>\n<p>Waybiller aims for <strong>99.5% uptime per month<\/strong> (excluding planned maintenance). Maintenance is typically performed at night or on weekends to minimize disruption.<\/p>\n<p><!-- wp:heading {\"level\":5} --><\/p>\n<h5 class=\"wp-block-heading\"><strong>6. QUALITY MONITORING<\/strong><\/h5>\n<p>Waybiller continuously tracks:<\/p>\n<ul>\n<li>Average response and resolution times<\/li>\n<li>Platform uptime and stability<\/li>\n<li>Customer Satisfaction Index (CSI)<\/li>\n<li>Trends in recurring issues for proactive product improvements<\/li>\n<\/ul>\n<p>These insights are used to improve <strong>transparency, efficiency, and customer experience<\/strong>.<\/p>\n<h5 class=\"wp-block-heading\"><strong>7. SUPPORT CONTACTS<\/strong><\/h5>\n<p><strong>Email:<\/strong> support@waybiller.com<br \/>\n<strong>Phone:<\/strong> +372 606 8120<br \/>\n<strong>Help Center:<\/strong> <a href=\"https:\/\/support.waybiller.com\/hc\/en-us\">support.waybiller.com\/hc\/en-us<\/a><br \/>\n<strong>Business hours (human team): <\/strong>Mon\u2013Fri, 09:00\u201317:00 (EET)<br \/>\n<strong>AI Voice Agent Veiko:<\/strong> Available 24\/7 in Estonian, Russian, and English<\/p>\n<h5 class=\"wp-block-heading\"><strong>8. INTERNAL OPERATIONS\u00a0<\/strong><\/h5>\n<p class=\"wp-block-heading\"><b>Monitoring:<\/b><span style=\"font-weight: 400;\"> Every ticket is logged and categorized.\u00a0<\/span><\/p>\n<p class=\"wp-block-heading\"><b>Escalation:<\/b><span style=\"font-weight: 400;\"> Urgent tickets trigger automatic alerts to technical staff and are reviewed every 30 minutes during business hours.<\/span><\/p>\n<p class=\"wp-block-heading\"><b>Follow-up:<\/b><span style=\"font-weight: 400;\"> All email and chat tickets receive feedback question.<\/span><\/p>\n<p class=\"wp-block-heading\"><b>Audit &amp; Review:<\/b><span style=\"font-weight: 400;\"> Monthly review of resolution times, and customer feedback.<\/span><\/p>\n<p class=\"wp-block-heading\"><b>Training:<\/b><span style=\"font-weight: 400;\"> Support specialists receive ongoing product training to ensure consistent quality.<\/span><\/p>\n<h5 class=\"wp-block-heading\"><strong>9. SUMMARY<\/strong><\/h5>\n<p>Waybiller is committed to providing <strong>fast, transparent, and reliable customer support. <\/strong><\/p>\n<p>With <strong>AI Agent Veiko<\/strong>, help is now available <strong>instantly, 24\/7<\/strong>, ensuring <span style=\"font-weight: 400;\">assistance is always just a call or message away.<\/span><\/p>\n\t\t\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":5,"featured_media":21838,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-25450","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/pages\/25450","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/comments?post=25450"}],"version-history":[{"count":3,"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/pages\/25450\/revisions"}],"predecessor-version":[{"id":25527,"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/pages\/25450\/revisions\/25527"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/media\/21838"}],"wp:attachment":[{"href":"https:\/\/waybiller.com\/fi\/wp-json\/wp\/v2\/media?parent=25450"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}