Our full and primary dedication is to our customers. We make every effort to resolve issues as quickly and efficiently as humanly possible. To that note, we have the following SLA policies in place:
Ticket Response Times
Our goal is an initial response within 1 hour of submission of ticket from a verified client. This will not be an automated response, but a response from a human. If the ticket falls outside of normal operating hours (CST), then we may be a bit delayed, but rest assured, we will get to this as soon as possible. Normal operating hours vary on a daily basis, but if your ticket is submitted between 9 am and 1am CST, you can usually expect we’ll respond within the hour.
Ticket Resolution Times
Our ticket resolution time will vary from case to case. Typically, we strive for 3 day resolution, at the very most. Sometimes, with more complex problems, that’s not possible, however we do everything we can to get your ticket resolved within that period of time