Getting started
How fast we reply, and what the SLA means
The first-response promise on each plan, and why it is measured in staffed hours on the fastest tier.
Every ticket is stamped with a first-response promise when you raise it. It measures how long until a human replies — not how long until the problem is solved, which depends on the problem.
By plan
- Free — 48 hours
- Starter — 24 hours
- Professional — 12 hours
- Business and Custom — 4 hours
Why the promise does not change when your plan does
The hours are recorded on the ticket at the moment you raise it and are never recalculated. If you change plan next month, every ticket you already raised keeps the promise it was given.
Business hours on the fastest tier
The 4-hour promise is measured in staffed hours, 09:00–18:00 IST, Monday to Friday. A ticket raised at 23:00 on a Friday starts its clock on Monday morning — the alternative would be a promise of 03:00 on a Saturday, which nobody could keep.
The slower tiers are wall-clock: 12, 24 and 48 hours all span a night either way.
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