Primary Point of Contact:
Support Request Prioritization
Support requests are categorized based on their impact to ensure timely and appropriate handling:
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Urgent: Critical system failures or production-blocking issues (e.g., platform outages, data corruption, major security risks)
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High: Significant functional issues affecting core platform use (e.g., access problems, data sync failures)
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Medium: General usability issues, inconsistencies, or non-blocking disruptions
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Low: Feature suggestions, minor bugs, or non-impactful feedback
Issue Handling & Communication
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Acknowledgment: All support requests are acknowledged through our ticketing system, generally within one business day of submission.
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Response Times:
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Urgent: We aim to respond within 1 business day; resolution is on a best-effort basis.
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High, Medium, Low: We strive to respond and resolve as quickly as possible, also on a best-effort basis.
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💡 What does “Best Effort” mean?
We prioritize and work on each issue based on its complexity and severity. While we cannot guarantee exact resolution timelines, we are committed to communicating regularly and keeping you updated throughout the process.
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Collaboration: Our team works closely with partners to clarify issues, share progress, and coordinate resolution efforts as needed.
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Transparency: We maintain open lines of communication to ensure issues are tracked and addressed appropriately.
Our Commitment to Partners
We are committed to providing responsive, transparent, and collaborative support to help you succeed. While not all issues can be resolved immediately, we ensure that your concerns are acknowledged, prioritized, and handled with care.