Ticket response times and submission process
Prioritization of Tickets: Ticket response times are critical and will be prioritized based on severity, type, age, and time to resolution. Resolution Times: Resolution times for tickets, regardless of standard or premium support packages, are as follows: Security or Full Site Failures: Twenty-four (24) hours from confirmation of the issue. Bug/Error Reports: Three (3) business […]
Support Hour allocation structure
Support hours will be allocated on a monthly basis in accordance with the tier or hourly package purchased by you. You are permitted to borrow the full allocation of support hours from one future month and may also borrow a partial amount of hours, not exceeding the equivalent of two months’ worth of hours, to […]
Support hour rollover policy
Support hours only roll over to the next month if you participate in a 30-minute check-in meeting that will be pulled from your available support hous. If the meeting is not attended, you will not lose previously accrued hours, but you will not keep the hours for the month missed into the next month. Bulk […]
Support hour usage limitations
The hours available for use may be allocated for training, custom-built items billed per hour, and marketing services billed per hour. Larger feature request will be treated as a new project that must be defined and documented in a formal estimate. Clients are entitled to six free project estimates per year. Broken functions – here […]