Priority levels and response times (SLA)
What it is
The support level defines handling order and target response times. Premium and Premium 24/7 are designed for critical activities.
Step by step
- Use standard support for regular requests.
- Use priority when an important service is unavailable.
- With Premium 24/7, clearly mark critical incidents outside business hours.
Frequently asked questions
Unsure? Open a ticket with the affected service and your goal. We will guide you before any risky action.
Was this answer helpful?
Your feedback helps us improve our guides.
Related Articles
- Opening a support ticket Le ticket est le meilleur moyen de nous joindre : votre demande est tracée, suivie par la bonne équipe, et vous gardez l'historique des échanges. Dans votre esp...
- The Premium Support plans Nos offres Support Premium vous donnent un accompagnement prioritaire, au-delà du support standard inclus. Support Premium : priorité de traitement et assistanc...
- Describing a problem well for an effective ticket Un ticket précis permet de gagner du temps. Le support peut reproduire le problème et agir sans vous redemander les informations de base. Indiquez le service ou...
