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

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

Support Hours, Priorities, and Service Level Agreements (SLAs)

Our support desk is dedicated to providing timely and efficient assistance for all your needs. Below is an overview of our support hours, ticket priorities, and associated SLAs:

Support Desk Hours

  • Operating Hours: Monday through Friday, 9 AM to 5 PM Eastern Time.
  • Ticket Handling: All tickets are responded to during business hours, except for Urgent Priority issues, which are handled outside standard hours.

Priorities and Service Level Agreements (SLAs)

Each support ticket is categorized based on its priority level, which determines response and resolution timelines:

1. Low Priority

  • First Response SLA: 24 hours
  • Resolution SLA: 1 month

Examples:

  • "Nice to have" feature requests.
  • Account merges.
  • General comments or feedback about the software.

These are non-urgent issues that do not require immediate attention.

2. Medium Priority

  • First Response SLA: 8 hours
  • Resolution SLA: 14 days

Examples:

  • Standard issues or bugs with a moderate impact on user experience.
  • Problems that do not disrupt core functionality but require attention within a reasonable timeframe.

3. High Priority

  • First Response SLA: 4 hours
  • Resolution SLA: 2 days

Examples:

  • Software issues or bugs that affect large parts of site functionality or userbase.
  • Issues impacting (but not fully blocking) registration or payment processes.

4. Urgent Priority

  • First Response SLA: 30 minutes
  • Resolution SLA: 1 day

Examples:

  • Critical issues preventing site access, user registration, or payment processing.

Note:
Urgent tickets trigger immediate notification to the support team and key staff members. These issues are the only ones handled outside standard business hours.

Commitment to Quality Support

Our support team is committed to meeting the SLAs outlined above. Please ensure that your ticket includes clear and concise details to help us prioritize and resolve the issue efficiently.

If you have an Urgent Priority issue, rest assured that it will receive immediate attention, even outside our regular operating hours.

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