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General Notes
SUPPORT HOURS
Support hours are Mon-Fri from 9am to 6pm where our agents are available for Chat & Phone support.
SEVERITY LEVEL
When a support ticket is raised to our support team, it will be prioritized according to the following levels:
🔴 1 - Service unavailable or unusable
🟡 2 - Service significantly disrupted or delayed
⚪ 3 - Moderate loss of functionality
🟢 4 - Feature request/feedback
TARGET RESPONSE TIMES
Target response time is the maximum time needed for the support ticket to be received and the customer to be notified that the ticket has been solved.
🔴 1 - 1 hour
🟡 2 - 4 hours
⚪ 3 - 24 hours
🟢 4 - 3 days
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