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Services Level Agreements (SLAs) are based upon the priority of each inquiry or issue and can range from something that impacts individual user experiences to a system-wide outage that impacts a whole company. Our Support Targets are the same for all customers; however, to reiterate, these are response targets and may vary depending on the business's current workload:

Ticket PriorityDescription

Target First Response Time*

Target Resolution Time*

Critical (P1)
  • Website unavailable
  • Job Feed Broken
  • Integrity/security of data is in jeopardy
2 hrs6 hrs
High (P2)
  • Page not loading
  • Site functionality impacted
  • Features not working
12 hrs48 hrs
Medium (P3)
  • Modules not displaying/functioning correctly
  • Media not displaying
24 business hrsUp to 3 weeks
Low (P4)
  • Non–critical functionality is unavailable
48 business hrsUp to 12 weeks