> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contraforce.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ContraForce Support SLA Definitions

> Below are Support SLAs definitions for ticket requests submitted to the ContraForce Support Team.

<Warning>
  Tickets can be submitted to [support@contraforce.com](mailto:support@contraforce.com) or through a form found [here](https://help.contraforce.com/helpcenter/support/contact-us). If you would like to discuss the SLAs listed below, feel free to contact us!
</Warning>

Below is an overview of available categories for ticket submissions as well as options for ticket priority.

## Ticket Categories:

* **General Support**
  * Issues or questions about overall ContraForce features or use of the platform.

* **Technical**
  * Technical issues or questions about specific ContraForce features or requirements.

* **Report a bug**
  * Issues related to errors or bugs found within the ContraForce platform.

* **Suggest a new feature**
  * Ideas for a new feature within ContraForce or design enhancements.

## Ticket Priority:

* **Low**
  * User experience is hindered, but no functionality is broken.

* **Medium**
  * Functionality is broken, but the impact is minor. Examples could be UI related or errors.

* **High**
  * Critical features are broken, but workarounds are available.

* **Urgent**
  * Critical features are broken, and no workaround is available.

## SLA Definitions: Time to first reply

A response is considered overdue if it exceeds the time period outlined per ticket severity.

* **Low**
  * Response Turnaround: 8 Hours
  * Overdue: 24 Hours

* **Medium**
  * Response Turnaround: 4 Hours
  * Overdue: 8 Hours

* **High**
  * Response Turnaround: 1 Hours
  * Overdue: 8 Hours

* **Urgent**
  * Response Turnaround: 1 Hour
  * Overdue: 1 Hour

## SLA Definitions: Time to close

* **Low**
  * Response turnaround: 24 Hours
  * Overdue: 72 Hours

* **Medium**
  * Response turnaround: 12 Hours
  * Overdue: 36 Hours

* **High**
  * Response turnaround: 4 Hours
  * Overdue: 12 Hours

* **Urgent**
  * Response Turnaround: 1 Hour
  * Overdue: 4 Hours

## Help Center

Tickets submitted by anyone in your organization are visible in the ContraForce Help Center. You will be asked to sign in before viewing tickets. Your requests can be found [here](https://help.contraforce.com/helpcenter/support/user/requests). New tickets can also be submitted from the Help Center.