> ## 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://share.hsforms.com/12AusdcHkRFiW1eB28pmXYg4nupn). 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

## Customer Portal

Tickets submitted by anyone in your organization are visible inside the Customer Portal. Before viewing tickets, you will be asked to register. The Customer Portal can be found [here](https://docs.contraforce.com/tickets-view). New tickets can also be submitted from the Customer Portal.