Prioritization
All support tickets submitted to Cyncly are prioritized based on their urgency and impact, using the chart below:
Response & Resolution Time Targets
Below are our internal targets that we use for goal tracking. These timelines do not represent a guarantee or official commitment by Cyncly. We have published these times for the purposes of transparency and aligning expectations.
First Response: The time it takes us to send the first agent response.
Resolution Time: The total time it takes to solve the ticket.
These times are in business hours (8 hours = 1 day, 24 hours = 3 days). Please see our hours of operation here: Scope of Support
Standard Support
Priority |
First Response |
Resolution |
Urgent |
2 hr. |
4 hr. |
High |
4 hr. |
8 hr. |
Normal |
12 hr. |
24 hr. |
Low |
24 hr. |
48 hr. |
Customer Success Plan
Priority |
First Response |
Resolution |
Urgent |
1 hr. |
2 hr. |
High |
1 hr. |
4 hr. |
Normal |
8 hr. |
12 hr. |
Low |
24 hr. |
24 hr. |
PLEASE NOTE:
-
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
- Targets are faster for Customer Success Plan (CSP) subscribers. For more information on Customer Success Plans, please contact John Markowski (john.markowski@cyncly.com).