Time frames for response / resolution

Created by Sloane DellOrto, Modified on Fri, 29 Dec 2017 at 03:08 PM by Heather King

Please use Urgent with caution and only for true emergencies (e.g. your live website is down), as it will notify the entire team, stop meetings and phone calls, and set off pagers for multiple team members regardless of the hour.

Ticket Priority determines response time. Your DD support dispatcher will be setting the priority on your ticket once it's been received, and here are the times you can expect response / resolution within:

  • Low. You can expect a response within 2 business days, and resolution within 2 business weeks. 
  • Medium. Response within 1 business day, resolution within 1 business week. 
  • High. Response within 2 hours, resolution within 1 day. 
  • Urgent. Response within 30 minutes, resolution within 2 hours.
    • The "Emergency" checkbox: Please use this with caution and only for truly critical matters (website down), as it's a bit like a fire drill: it will notify the entire team and bring everyone running!

Let us know in the ticket if you have a specific deadline. The SLA times are simple guidelines, and we always do our best to meet or exceed any timeframe that matters to you. The more information we have the better!

(Note: all tickets submitted via email default to Low and can be changed using a link in the ticket.)

Check out this article for best practices for submitting tickets.

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