Service Level Agreement (SLA)

Support Ticket SLA Policy

Version: 1.0
Last updated: August 14, 2025

This document explains how we handle support tickets and the service levels (SLAs) we aim to meet. It applies to all customers who submit tickets through our support portal.


1) Support Hours

  • Business hours: Sunday–Thursday, 09:00–18:00 (Gulf Standard Time, UTC+4)
  • Tickets submitted outside business hours are considered received at 09:00 GST on the next business day.
  • Local public holidays are observed; responses resume on the next business day.

All SLA timers (first response, update cadence, target resolution) are measured during business hours unless explicitly stated otherwise.


2) Priority Levels & Targets

We classify tickets by impact and urgency. The table below shows our target first response and resolution times. These are targets, not guarantees, but we work hard to meet or beat them.

Priority What it means First Response (target) Update Frequency (target) Target Resolution
Urgent (P1) Production down, severe outage, no workaround. 1 business hour Every 4 business hours 1 business day
High (P2) Major feature broken, serious degradation, workaround exists. 2 business hours Every 1 business day 3 business days
Medium (P3) Normal issues, bugs, configuration help, general guidance. 4 business hours Every 2 business days 5 business days
Low (P4) How‑to questions, cosmetic issues, minor requests. 1 business day Weekly 10 business days

How we decide priority

  • We may adjust priority after triage to reflect actual impact and urgency.
  • You can request a change by commenting on the ticket with additional details (business impact, affected users, deadlines, etc.).

3) Ticket Statuses (What you’ll see)

  • Open – Ticket received and awaiting triage/assignment.
  • In Progress – An agent is actively working on your ticket.
  • Waiting Reply – We’re waiting on our internal team; no action needed from you.
  • Waiting Customer Reply – We need information from you to proceed. SLA clocks pause (see §4).
  • On Hold – Temporarily blocked (e.g., third‑party dependency, maintenance window). SLA clocks pause.
  • Escalated – Escalated to a senior specialist/engineering.
  • Resolved – A fix/workaround was provided. If something isn’t right, you can reopen within the window below.
  • Reopened – You’ve indicated the issue persists; we resume investigation.
  • Closed – Ticket is archived after the resolution is confirmed or it autoclosed (see §7).

You can follow all changes in the ticket’s Events tab (audit trail of replies, status changes, assignments, SLAs, etc.).


4) How SLA Time Is Measured

  • First Response Time starts when the ticket is received during business hours. Otherwise it starts at the next business day 09:00 GST.
  • Target Resolution Time measures working time toward a fix or workaround.
  • SLA clocks pause when any of the following is true:
    • Status is Waiting Customer Reply (we’re waiting on your input).
    • Status is On Hold (e.g., blocked by a third party or scheduled maintenance).
  • SLA clocks resume when:
    • You reply with the requested information and the ticket returns to Open/In Progress, or
    • The blocking condition is removed.
  • SLA clocks stop when the ticket is Resolved or Closed.

Example
If you open a ticket on Thursday 17:30 GST, the clock starts Sunday 09:00 GST (next business day). If we mark it Waiting Customer Reply, the clock pauses until you respond.


5) What We Need From You

Clear, complete information helps us resolve issues faster. Please include:

  • A short subject and a detailed description of the problem
  • Exact steps to reproduce, expected vs. actual behavior
  • Screenshots, error messages, and timestamps
  • Any recent changes (deployments, configuration)
  • Workarounds you’ve tried, if any

Attachments
We accept images (jpg, png, webp, gif) and pdf. Suggested size: up to 16 MB per file.


6) Communication & Escalation

  • We reply to and update tickets through the support portal (and you receive email notifications).
  • If you believe your issue merits a higher priority, add a comment describing the business impact; the agent will review and adjust if appropriate.
  • Escalation path (internal): Frontline → Senior Specialist → Engineering → Support Manager.

7) Auto‑Close Policy

When a ticket is in Waiting Customer Reply:

  1. We’ll send a reminder if no response is received after 7 calendar days.
  2. If there’s still no response after an additional 48 hours, the ticket auto‑closes.
  3. You can reopen within 14 calendar days of closure by replying to the ticket; after that, please open a new ticket and reference the old one.

Auto‑close does not change the underlying product entitlement—only the ticket workflow.


8) Out of Scope / Exclusions

  • Feature development or custom code (we’ll log Feature Requests, but they have no SLA).
  • Third‑party or infrastructure outages outside our control.
  • Non‑supported environments or versions.
  • Professional services (training, implementation) unless agreed separately.

9) Data Protection & Security

  • Please avoid sharing passwords, secrets, or sensitive personal data in tickets.
  • Provide sanitized logs where possible.
  • Tickets and attachments are stored in systems with access controls and audit trails.

10) Changes to This Policy

We may update this SLA from time to time. The latest version will always be published on this page. Material changes will be communicated in advance when feasible.


Need help right now?

Open a ticket in the portal and include impact, urgency, and reproduction steps. We’ll triage it promptly during business hours.