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.