Part of our excellent customer service is our response time.
Our commitment to you, as a specific customer, is agreed in our Service Level Agreement (SLA). In it, we mutually agree on the level service you can expect from us, including the response times to any issue you experience.
In the event of an emergency, our response time to you is determined by our SLA with you. You can choose from three categories of response times in your SLA.
SILVER Response Times:
Critical, High or VIP 8 Business Hours
Medium, Low 16 Business Hours
GOLD Response Times
Critical, High or VIP 4 Business Hours
Medium, Low 8 Business Hours
PLATINUM Response Times
Critical, High or VIP 2 Business Hours
Medium, Low 4 Business Hours