Frontline Support Service Level Targets

Support Priorities

These priority levels help determine how tickets are categorized and addressed based on urgency and business impact.

Priority	Definition
Outage	Critical production outage: the system or a major module is completely unavailable for all users.
Urgent	Critical functionality down: severe degradation or module unavailable with no viable workaround.
Very High	Widespread impact or major functionality issue: A workaround may exist but is not viable for sustained use (e.g., it severely limits productivity or introduces risk)
High	Major feature broken or significant impact: a workaround is available but limited.
Medium	Moderate impact with a clear and effective workaround.
Low	Minor impact, cosmetic issue, or general inquiry.

Support Response Targets

Initial Acknowledgment (All Priorities):
Support will provide an initial acknowledgment and triage update within 4 business hours of ticket submission.

The table below outlines the expected cadence of ongoing updates and resolution communication after this initial acknowledgment. Update frequency is based on ticket priority and is intended to reflect meaningful progress (e.g., investigation findings, mitigation steps, development status, or next steps), rather than routine check-ins without new information.

Priority	Resolution Target	What this means in practice for Support
Outage	4 hours	Active investigation with material updates as progress is made until service is restored.
Urgent	24 hours	Daily updates while the issue is actively being worked.
Very High	10 business days	Regular progress updates (typically every 2–3 business days) while in investigation or development.
High	60 business days	At least weekly updates while the ticket remains open.
Medium	120 business days	Updates provided periodically as progress is made, or when input is needed.
Low	Based on roadmap	Updates provided when there is meaningful progress or when input is needed.

Development Support Target

When a ticket requires Development involvement, these targets outline how quickly our internal teams respond, investigate, and provide updates.

Priority	Resolution Target
Outage	4 hours
Urgent	24 hours
Very High	10 business days
High	60 business days
Medium	120 business days
Low	Based on roadmap

If an issue requires a mobile app update, resolution timelines may be extended by 2–3 business days due to Apple and Google’s app review and approval process. These approval timelines are managed by the app stores and are outside of our control.

Communication Ownership

Technical Support is your main point of contact. They will provide updates, set expectations, and communicate timelines.

Development Support works behind the scenes to diagnose and resolve system-level issues escalated by Technical Support.

These targets are intended to provide transparency into our internal processes and performance goals. They are not contractual service-level agreements (SLAs). Actual response and resolution times may vary depending on issue complexity, workload, and resource availability.