Prioritization
All support tickets submitted to Cyncly are prioritized based on their urgency and impact, using the chart below:
Response & Resolution Timelines
Below are our internal targets that we use for goal tracking. Quoted times are in business hours. Please see our hours of operation here: Scope of Support
- NOTE: These timelines do not represent a guarantee or commitment by Cyncly. We have published these times for the purpose of transparency and aligning expectations.
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These timelines are for level 1 and 2 issues only. Level 3 issues are escalated to the Development team. Please see: What happens to my ticket after escalation to level 3?
- See here for average response and resolution times by level: Support Levels
- First Response targets are more aggressive than these for Customer Success Plan subscribers. For more information on Customer Success Plans, please contact John Markowski (john.markowski@cyncly.com).
Priority |
First Response Time |
Resolution Time |
Urgent |
1 hr. |
8 hr. |
High |
4 hr. |
24 hr. |
Normal |
8 hr. |
80 hr. |
Low |
16 hr. |
160 hr. |