ITSS SLA
Working hours
technical support during official working hours which are Sunday through Thursday from 9 am to 5 PM
What kind of support is included?
1-Bug resolution (blocking issues or unexpected behaviors not due to misconfiguration or customization).
2-Questions related to your account, subscription, or billing.
3-Response time on queries: within two hours of submitting the queries
Submit Tickets
Customer can submit tickets through one of these tools ( Email, Ticketing system “customer portal”, Hotline)
ITSS will be responsible for replying and solving all the tickets based on the priority
Ticket type | Response time |
---|---|
Urgent | 2-5 hrs (Same working day) |
intermediate | Within 24 hrs. |
normal | 1 – 2 days |