The time it takes to resolve a request will vary based on the complexity of the request and the availability of individual team members. In general, though, this is our SLA:
Tier 1:
30-Minute Response
The website is experiencing significant issues on the production website that are critically impacting business operations and/or sales.
Tier 2:
4 Hour Response
The website is experiencing issues on the production website that are impacting website performance but not dramatically impacting business operations and/or sales.
Tier 3:
1 Day Response
The website has known bugs or malfunctions, but it is connected to a low-impact area of the website (ie How to questions).
Tier 4:
2 Day Response
The website has a purely cosmetic or grammatical error or is a request not related to conditions that exist on the live website.