Our support team is available 24/7 and will assist you with any questions you might have based on the following service level agreement:
Response times based on ticket severity levels
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Urgent
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1 hour
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High
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4 hours
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Medium
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Next business day
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Low
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Within 2 business days
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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:
Urgent
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The production system is down, impacting all applications and associated business systems. No workaround exists.
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High
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Production system performance is degraded, but operational; the issue affects essential functions and no workaround exists.
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Medium
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General product questions relating to the development, feature issues, or documentation.
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Low
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Any other questions that have no direct impact on the production environment.
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