Hours
The support department maintains 24/7 service. Tickets, Chat, and calls will be responded to 20 minutes first response SLA.
Priorities and Service Level Agreements
Each issue that comes into support is assigned one of three priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue:
Urgent Priority (P1)
First Response SLA: 20 minutes
Resolution SLA: 24 Hours
Urgent Priority tickets are issues that prevent site access, registration and/or payment.
High Priority (P2)
First Response SLA: 20 Minutes
Resolution SLA: 48 Hours
High Priority tickets are issues and bugs in the software which impact a large part of site functionality and/or a large part of a site's userbase. These may include issues affecting (but not necessarily blocking) registration or payment.
Medium Priority (P3)
First Response SLA: 20 Minutes
Resolution SLA: 7 days
Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience.
Low Priority (P4)
First Response SLA: 20 Minutes
Resolution SLA: 14 Days
Low Priority tickets might be "nice to have" feature requests, account merges, comments about the software, and other issues that don't require a resolution right away.
