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Hours of Operation and SLA's

Hours of operation:

The helpdesk staff provides support during regular business hours, Monday through Friday, from 7am to 5pm PST.

 

First Response to Resolution time:

Incoming issues can be handled in a multitude of ways from: acknowledgement of receipt, follow-up for more information, and resolution which can be training and/or a development task to be delivered based on priority of issue.

 

Hours of response:

  • During Business hours: 1 hour for initial response, 24 hours for resolution
  • Off Business hours/weekend: 1 hour for initial response, 48 hours for resolution

 

For Cross Region partners:

  • During Business hours: 2-4 hours for initial response, 24 hours for resolution
  • Off Business hours/weekend: 2-4 hours for initial response, 48 hours for resolution
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