General Response Time Expectations #
While our technical teams operate 24/7, here are the typical response guidelines:
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Live Chat: Instantaneous response (within 1-2 minutes).
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General Support Tickets: Initial response within 15 min during peak times.
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Sales Inquiries: Response within 1 hour during standard business hours.
Security & Incident Response (Malware/Hack Removal SLA) #
Our Service Level Agreement (SLA) guarantees priority response times for critical security incidents:
| Service Level | Guaranteed Response Time | Who Handles It |
| E-commerce Plan | 1 Hour | Dedicated Security Expert |
| Business Plan | 2 Hours | Security Team |
| Basic Plan | 3 Hours | Security Team |
Maximizing Response Efficiency #
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Be Specific: Include error codes (e.g., 500 error), timestamps, and the exact steps taken to replicate the issue.
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Avoid Duplicates: Opening multiple tickets for the same issue will slow down the resolution process.
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Pre-Verification: Ensure you have checked relevant articles in this Knowledge Base before submitting a ticket.
