A detailed explanation of our service level agreement (SLA) response times, how urgency levels work, and what to do if you need a faster response.
Our Service Level Agreement (SLA) guarantees how quickly a team member will respond to your support ticket. Response time means a human reads and acknowledges your ticket — resolution time depends on the complexity of the issue and varies per case.
SLA by Plan
- Starter: 4-hour response for standard tickets; 2-hour response for urgent tickets during business hours.
- Business: 2-hour response for standard tickets; 1-hour response for urgent tickets during business hours.
- Managed: 1-hour response for standard tickets; 30-minute response for urgent tickets during business hours.
Business Hours
SLA windows apply Monday through Friday, 9:00 AM – 6:00 PM Pacific Time. Tickets submitted outside business hours will be addressed at the start of the next business day, unless the ticket is marked Critical (complete service outage), in which case our on-call team will respond within 2 hours regardless of time.
If You Need a Faster Response
If you submitted a ticket and haven't heard back within your SLA window, call (925) 365-9811 and reference your ticket number. For Managed plan clients, your account manager's direct line is also available for critical situations. We take SLA breaches seriously and track them internally — if we miss your window, it will be noted and addressed.