How does tyntec define support Priority Levels and guaranteed response times?
The speed of our support team’s response time depends on the priority level you select when you submit your ticket.
Our support team can change your ticket’s priority level to higher or lower based on how the issue impacts your business.
Severity Level | Description | Response Time | Target Restoration Time |
|---|---|---|---|
Critical | Serious service impact, e.g., entire service down | 30 minutes | 4 hours |
Major | Noticeable service impact, e.g., an operator appears suddenly unavailable | 2 hours | 24 hours |
Minor | Standard issue, e.g., related to specific phone numbers | 4 hours | 5 business days |
For more information, please check our Service Level Agreements (SLAs) and Support Policy or contact support@tyntec.com