SLA Policy for Clients Emailing Cases
In this guide, we’ll explain the different tiered clients and the commitment we will make to respond to their queries via email.
Priority
Urgent
Only to be used for escalations. Only the Client Support Team Manager and the Senior Client Support Specialist can put cases into Urgent as an escalation process. First response 1 hour 30 minutes. Resolved case within 3 days.
High
Tier 1 Clients will have their cases marked as High. First response 2 hours. Resolved case within 5 days.
Medium
Tier 2 and Tier 3 Clients will have their cases marked as medium. First response within 3 hours. Resolved case within 7 days.
Low
Tier 4 Clients will have their cases marked as low. First response within 4 hours. Resolved case within 7 days.
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