| Priority Level | First Response Time | Resolution Time | Examples |
|---|---|---|---|
| Critical |
2 hours (Business Hours) 4 hours (After Hours) |
8-24 hours |
Complete site outage, security breach, data loss, server down
|
| High |
4-6 hours (Business Hours) 12 hours (After Hours) |
24-48 hours |
Performance issues, email problems, SSL errors, backup failures
|
| Medium | 12-24 hours | 3-5 business days |
Minor bugs, configuration requests, control panel issues
|
| Low | 24-48 hours | 5-10 business days |
General questions, feature requests, documentation, billing inquiries
|
Important Notes
- Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (Costa Rica time)
- After Hours & Weekends: Extended response times apply for non-critical issues
- Resolution Updates: If we cannot meet the resolution deadline, we will provide a status update before the deadline with a revised timeline
- Ticket Classification: Priority levels are assigned based on business impact. We may adjust priority if the initial assessment changes
- Response Time: Time until first meaningful reply from our support team
- Resolution Time: Time until the issue is fully resolved or a permanent workaround is provided