What is your availability and response time?

Created by: Info Franqie

Modified on: Sat, 6 Oct, 2018 at 2:23 PM


Despite our technical staff works 24/7 to keep the provided services active, the customer support desk is available on below timescale;


ETC Time

Monday - Saturday: 8:00am - 8:00pm UTC time

Sunday: 11:00am - 8:00pm UTC time


Europe Time

Monday - Saturday: 6:00am - 6:00pm UTC time

Sunday: 9:00am - 6:00pm UTC time



Our response times:

We aim to respond as quickly as possible and find a resolution of your problems.


Within the above mentioned support hours we aim to answer you within 20 minutes (first response) on your chat or support ticket.


Finding a solution for your problems is sometimes more consuming, we aim to deliver according below;

- For lower priority issues (some of the functionality is not working) we aim for a resolution time of 3 days

- For higher priority issues (most of the functionality is not working) we aim for a resolution time of 1 day


Determining the priority is at the discretion of the Agent who is helping you.

I
Info is the author of this solution article.

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