This customer service matrix describes what you can expect from us in terms of getting replies to support tickets or other inquiries.
Severity | Severity Definition | Response time | |
First | Resolution | ||
Urgent | A service breaking problem that severely impacts all users/devices and the ability to conduct business | 30 mins | 2 hours |
High | High priority issue that affects multiple users/devices or involves functionality loss of service. | 4 hours (if 8 AM – 4 PM CET) else 8 hours | 12 hours (if 8 AM – 4 PM CET) else 16 hours |
Medium | Medium to low issue that affect a single or small number of users/devices or involves partial functionality loss which impact service. | 16 hours | 1 day |
Low | General issue or questions regards the service. | 24 hours | 3 days |