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SLA Policies
A Service Level Agreement (SLA) is our promise to you on how quickly we will respond to and help with your requests. It sets the expected time for handling support concerns, fixing issues, and completing service-related tasks.
The time may vary depending on the urgency and type of request. We use SLA times to make sure your concerns are prioritized and handled as quickly as possible.
Low - resolve in 2 days
Minor issue with little or no impact on business operations.
Medium - resolve in 24hrs
Issue affecting some users or business functions but with a workaround available.High - resolve in 4hrs
Critical issue causing major business impact or service disruption.