Customer Support
Support that behaves like a partner
Existing clients can raise tickets, track SLAs and reach our helpdesk around the clock. A full self-service client portal with login is on our roadmap.
Service Levels
Commitments in writing
Standard SLA matrix for managed services and AMC clients. Your contract may include enhanced terms.
| Priority | Definition | Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Production down, business stopped | 15 min | 4 hours |
| P2 — High | Major function impaired, workaround exists | 1 hour | 8 hours |
| P3 — Medium | Single user or non-critical function | 4 hours | 2 business days |
| P4 — Low | Requests, questions and enhancements | 1 business day | Scheduled |
24/7 coverage for managed services clients
Named service manager on every contract
Monthly service reviews with improvement plans