<img height="1" width="1" style="display:none;" alt="" src="https://px.ads.linkedin.com/collect/?pid=2626716&amp;fmt=gif">
Skip to content
English
Create a ticket Track your ticket (Customer Portal) Sign in
  • There are no suggestions because the search field is empty.

  Support SLA


Overview

Our support team prioritizes client requests based on business impact and urgency. The following Service Level Agreement outlines our target response and resolution timelines for support tickets.

SLA timers begin when a ticket is submitted through an approved support channel and assigned a priority.

SLA Targets by Priority
Priority Time to First Reply Target Time to Close
Low 6 hours 20 days
Medium 4 hours 10 days
High 3 hours 5 days
Urgent 2 hours 24 hours
Priority Definitions

Low Priority

General questions, minor issues, requests for information, or non-urgent support items that do not impact active business operations.

Examples:

  • Non-urgent configuration questions

Medium Priority

Issues that impact a user, workflow, or report but have a workaround available and do not prevent critical business operations.

Examples:

  • Non-critical report issue
  • Configuration or mapping issue with limited impact

High Priority

Issues that significantly impact business operations, reporting accuracy, integrations, or multiple users, but where the system is still partially usable.

Examples:


  • Integration/data feed issue affecting key reports
  • Multiple users unable to access required functionality
  • Important workflow blocked with limited workaround

Urgent Priority

Critical production issue causing major business disruption, system unavailability, or complete loss of access to essential functionality.

Examples:

  • Platform unavailable for all users
  • Critical data feed failure impacting production reporting
  • Major outage with no workaround
  • Critical issue affecting executive or operational reporting
SLA Notes

The Time to First Reply is the target time for our team to acknowledge the request and begin review.

The Target Time to Close represents our resolution goal based on priority. Some issues may require additional time if they depend on third-party systems, client-provided information, vendor support, development work, or scheduled release cycles.

SLA timelines may pause when we are waiting for additional information, client confirmation, third-party vendor response, or approval to proceed.