Ticket Severity and Support Response Times
Last updated: June 7, 2025
Terminal49 address issues based on severity. The below table explains how issue severity is determined and the expected response time for each type of issue.
Severity Level | Impact | Definition | Expected Response Time |
1 | Critical | Some aspect of the system is completely broken and all customers are affected. Users cannot use the system until resolved. | ASAP; less than one day |
2 | High | Issue is critical for a subset of users. Customers w/ priority SLA | 4 business hours |
3 | Moderate | Terminal49's data or functionality is not working as expected. Issues do not impact overall system function but causes inconvenience to the user. | 1 business day |
4 | Low | Issues that cause minimal inconvenience; general inquiries | 1 business day |
5 | None | No impact on the platform or users' ability to use it. | 1 business day |
Customers with a Priority SLA subscription can expect a 1-day response to all issues regardless of severity. You can read more about Priority Support here. Contact support@terminal49.com if you are interested in adding Priority SLA to your Terminal49 plan.
Note: There is no guaranteed turnaround time for support on the Free Plan. You can visit this article for more information about available support options access for Free Plan users.
If you need help or have any other questions, the fastest way to get assistance is through our in-app chat. You can also reach us at support@terminal49.com.