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


Response Time

Target Restoration Time


Serious service impact, e.g., entire service down

30 minutes

4 hours


Noticeable service impact, e.g., an operator appears suddenly unavailable

2 hours

24 hours


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