Below are Support SLAs definitions for ticket requests submitted to the ContraForce Support Team.
Tickets can be submitted to support@contraforce.com. If you would like to discuss the SLAs listed below, contact your ContraForce Account Manager.
SLA Definitions: Time to first reply.
Priority: Low
Response turnaround: 8 Hours
Overdue: 24 Hours
Priority: Medium
Response turnaround: 4 Hours
Overdue 8 Hours
Priority: High
Response turnaround: 1 Hours
Overdue: 8 Hours
SLA Definitions: Time to close.
Priority: Low
Response turnaround: 24 Hours
Overdue: 72 Hours
Priority: Medium
Response turnaround: 12 Hours
Overdue 36 Hours
Priority: High
Response turnaround: 4 Hours
Overdue: 12 Hour