Requests submitted on business days (Monday through Friday) will have tickets opened within 24 hours. Once your ticket is created, the response time will depend on the priority level assigned to the issue:
Critical: These are issues that prevent all users from accessing or using the platform. They are treated as top priority and will receive a response within 24 hours.
Medium: These issues affect some functionality but do not completely block the use of the platform. Our team will respond within 3–4 business days.
Low: These are non-urgent issues such as design adjustments, usability improvements, or feature enhancements. The response time for these tickets is typically 4 or more business days.
Please note that the SLA (Service Level Agreement) defines the timeframe for the initial response and resolution process to begin. Resolution times may vary depending on the complexity of the issue, but our team will keep you updated on the progress of your ticket until it is fully resolved.