What are the support hours, priorities and service level agreements?

What are the support hours, priorities and service level agreements?

The support desk maintains regular business hours of 9 AM to 5 PM Eastern, Monday through Friday. Tickets will be responded to only during these hours, with the exception of urgent tickets.

 

Priorities and Service Level Agreements

Each issue that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue:

 

Low Priority

First Response SLA: 24 hours

Resolution SLA: 1 month

Low Priority tickets might be "nice to have" feature requests, account merges, comments about the software, and other issues that don't require a response right away.

 

Medium Priority

First Response SLA: 8 hours

Resolution SLA: 14 days

Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience. 

 

High Priority

First Response SLA: 4 hours

Resolution SLA: 2 days

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. 

 

Urgent Priority

First Response SLA: 30 minutes

Resolution SLA: 1 day

Urgent Priority tickets are issues that prevent site access, registration and/or payment. An urgent ticket sends a personal email to our support team, as well as key members of our staff, and are the only issues that are worked outside of standard support hours. 

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