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