Background
Our support team has laid out timelines to guide their responsiveness for tickets based on their priority. We will always try to provide responses and resolutions in as quick a manner as possible, but wanted to provide a level of transparency and insight into our targets. We hope this will help align expectations and allow us to provide a positive experience.
Standard Targets
Below are the goals our support team has set for themselves to provide a first response and to resolve a problem based on the priority of a ticket:
Urgent
- First Response: 1 Hour
- Resolution: 4 Hours
High
- First Response: 4 Hours
- Resolution: 1 Day
Medium
- First Response: 8 Hours
- Resolution: 3 Days
Low
- First Response: 1 Day
- Resolution: 5 Days
Additional Notes
- All times are tracked against our standard business hours, which are listed here. Any changes to those hours will be communicated in the following article: Link to Article.
- Tickets that are opened via an email to support@healthefirst.com will automatically be assigned a low priority.
- The resolution time is subject to change based on several factors, including...
- The amount of additional information needed from the client
- The ability to troubleshoot and/or replicate the issue
- The current deployment schedule and the ability to integrate any updates into pending deployments