Support Policies and Guidelines
All about our policies and guidelines
Articles in Support Policies and Guidelines
How Our SLA Response Times Are Calculated
When you log a ticket, our system automatically calculates a strict "Resolution Due Date" based on your active Service Level Agreement (SLA). However, it is ...
Understanding Ticket Merging and Major Incidents
If you experience a system-wide issue (such as a server outage) and log a support ticket, you may receive a notification stating your ticket has been "Admini...
What Qualifies as an Urgent Priority Ticket?
To ensure fairness and efficiency across our support desk, our engineers prioritize tickets based on severity. Accurately setting the priority when you creat...
Can't find what you're looking for?
Our support engineers are ready to help you resolve your issue.
