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Response times and support levels

  • Updated

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

The ticket's categorization and the maximum response time depends 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

Please note that 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).