Support Ticket SLA
Response and Resolution Times Our commitment to providing exceptional support is reflected in our detailed response and resolution times. We aim to address your concerns promptly and effectively, ensuring minimal disruption to your operations. Below are the specifics of our Support Service Level Agreement (SLA):
Written by Chris Zator
Updated at November 20th, 2024
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First Response Time (FRT):
- We aim to acknowledge your inquiry within 1-2 hours during business hours. This initial response will confirm receipt of your request and provide an estimated timeline for resolution.
Average Resolution Time:
- Simple Issues: For straightforward issues, we strive to resolve them within 24-48 hours. These include minor technical glitches or simple queries.
- Complex Issues: More complex issues may require deeper investigation and troubleshooting. Our goal is to resolve these within 5-7 days, ensuring comprehensive solutions are provided.
Time to First Action:
- Our team endeavors to take the first actionable step within 1 hour during business hours. This could involve initial troubleshooting, assigning the issue to the appropriate specialist, or providing interim guidance to mitigate the issue.
We are committed to maintaining these standards to ensure you receive timely and efficient support. If you have any questions about our Support SLA, please feel free to contact our support team.
Please see link to access our ticketing system on the top right of this page or please see here: https://cyrisma.supportsystem.com/
