Service Level Agreement (SLA) for Customer Support
This service level agreement (SLA) defines how you can expect GO.Exchange Customer Support to handle support cases submitted by users of GO.Exchange.
In order for GO.Exchange Customer Support to offer the most efficient support possible, all enquiries should be submitted by clicking on the ‘submit a request’ link on our support page (https://support.go.exchange/hc/en-us/requests/new). Users must endeavour to fill in as much information as possible to aid our support agents in the timely resolution of submitted support cases.
GO.Exchange Customer Support internally categorises support cases into five levels of severity:
- GO.Exchange Customer Support endeavour to respond to all user enquiries within 1 hour or receipt. If a ticket arrives out of hours, GO.Exchange Customer Support classify a 1 hour response time to be 1 hour from the start of the shift.
- GO.Exchange Customer Support endeavour to resolve user issues on the following severity scale. If a ticket arrives out of hours, GO.Exchange Customer Support classify a resolution time countdown to commence at the start of the next shift:
- Low - 12 hours
- Medium - 6 hours
- High - 3 hours
- Urgent - 2 hours
- Critical - 1 hour
- GO.Exchange Customer Support will publish their first response times on a monthly basis at the following location:https://support.go.exchange/hc/en-us/sections/360004631971-Customer-Support-Ticket-Response-Times these will be categorised into the following sections:
- First response times
- Percentage of tickets resolved on the first response