Our support team is available 24/7 and will assist you with any questions you might have based on the following service level agreement:
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Response times based on ticket severity levels |
|
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Urgent |
1 hour |
|
High |
4 hours |
|
Medium |
Next business day |
|
Low |
Within 2 business days |
The priority can be set when logging a ticket through our portal only. Every ticket that is created by email will receive the medium priority level.
The severity levels are as follows:
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Urgent |
The production system is down, impacting all applications and associated business systems. No workaround exists. |
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High |
Production system performance is degraded, but operational; the issue affects essential functions and no workaround exists. |
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Medium |
General product questions relating to the development, feature issues, or documentation. |
|
Low |
Any other questions that have no direct impact on the production environment. |
Priyanka Bhotika
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