Help & Support
Technical Support & SLA Overview
Support is managed through a ticketing system, with response times aligned to the type and severity of each ticket.
Support Channels
Support Module
Email Support
support@plustech-it.com
Ticket Handling Process
- 1 Support requests are submitted through the official Support App. (In case of unavailability, use email).
- 2 Team reviews and analyzes the ticket within 1 hour for critical issues and 24h for non-critical.
- 3 Investigation and resolution based on provided technical details.
- 4 Client notification and ticket closure upon successful resolution.
- 5 Option to reopen within 24 business hours if further action is required.
Severity & Response Time (SLA)
| Impact Severity | High (Full Organization) 95% | Medium (Specific Dept) 40% | Low (Individual/Subset) 30% |
|---|---|---|---|
| Critical System Down | S1 | S1 | S2 |
| Major Core Feature Affected | S2 | S3 | S3 |
| Minor Partial Issue | S3 | S4 | S4 |
Response Times
S1
1 Hour
S2
4-8 Hours
S3
24 Hours
S4
48 Hours
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