What is the average ticket response time?
Article Number: 1456 | Rating: Unrated | Last Updated: Mon, Aug 7, 2017 9:22 AM
The response time depends on the selected priority. Attention : all intervention requests received by e-mail or phone are categorized in the "Standard priority". Always use the website to create a ticket with a higher priority.
In case of a "Standard priority" you will receive a response within 2 business days (Monday till Friday).
In case of an "Express priority" you will receive a response within 1 business day.
In case of a "Critical priority" you will receive a response within the hour during business hours (8 till 19.00).
And in case of a "Critical 24/7 intervention" you will receive a response within the hour during as well as outside business hours.
For more information on our support we would like to refer you to our support agreement.