All Collections
Support and Billing
Ticket Severity and Support Response Times
Ticket Severity and Support Response Times

How Terminal49 determines issue severity and how quickly responses can be expected.

Namita Dodeja avatar
Written by Namita Dodeja
Updated this week

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

3 days

5

None

No impact on the platform or users' ability to use it.

3 days

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 [email protected] if you are interested in adding Priority SLA to your Terminal49 plan.

Did this answer your question?