Tickets are worked according to priority in the order in which they are received. The priority designation indicates the level, extent, and impact on the customer.
Customers may assign the priority of normal or high to tickets they create by using the correct email address to create the ticket. Once assigned, the priority level is used to determine the resources allocated for resolving the ticket, timelines for resolution, and the escalation matrix.
Each incoming ticket is triaged and the priority evaluated according to the criteria defined below. The following matrix covers Support Incidents, Requests, Questions and Service Task Requests. Billing and Sales Inquiries are not included in this matrix or SLA.
Support Agreement Matrix
|Priority||Developer Support (Free)||Professional Support||Enterprise Support|
|Escalation Mechanism||Not Available||Available||Available|
Ticket Prioritization Matrix
|Priority||Description||First Response||Communication||Email to Create Ticket||Target Restoration SLA Time |
Any element of the service is unavailable
Any hosted server is offline or non-functional due to conditions beyond customer control
Measurable performance degradation in any given datacenter
Ticket entry updated hourly
Incident Report may be requested by the customer for a minimum 3 hr service engagement charge
|[email protected]||8 hours|
|Normal||Any new service request||1 hour ||Updated every 8 hours||[email protected]||3 business days |
|Priority||Description||First Response||Communication||Availability ||Email to Create Ticket|
|Normal||Any new service task request||24 hours after request||Ticket entry updated daily||Completed Monday - Friday 7am - 7pm Pacific Time||[email protected]|
I need a guarantee that a support request will be completed in less than the SLA time offered.
If your support plan qualifies, you are welcome to escalate the request using our escalation procedures: How do I escalate a ticket?