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Response times and support levels
Response times and support levels
Updated over a week ago

At Scaleforce, all our users are beneficial to our Business support level by default.

The ticket's categorization and the maximum response time depend on the ticket's priority, as shown below:

Ticket's category:

  • Low - General guidance.

  • Normal - a System is impaired.

  • High - a Production system is impaired.

  • Urgent - a Production system is down.

Maximum response time:

Urgent

High

Normal

Low

First Reply

1 hour

2 hours

4 hours

8 business hours

Next Reply

2 hours

4 hours

8 hours

8 business hours

Pausable Update

4 hours

8 hours

16 hours

16 business hours

So that you know, the priority and estimated time to resolve may be changed after the initial contact and evaluation of the issue made by a support engineer.

First Reply means the time between the first comment and the first reply from an agent. Next Reply means the time between the oldest unanswered comment and the reply from an agent. Pausable Update means the time between each reply from agents. The SLA will pause on Pending (Awaiting for Customer's Feedback).

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