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