At Ciokdee, we prioritize your experience with our enterprise software solutions. Our support system is designed to provide you with the assistance you need, when you need it. Below, you'll find details about our ticket tiers, SLAs, and escalation paths.
Ticket Tiers
Our support tickets are categorized into tiers based on the complexity and urgency of the issue:
- Tier 1: Basic inquiries and common issues.
- Tier 2: Technical issues requiring in-depth analysis.
- Tier 3: Critical problems needing immediate attention from senior support staff.
Service Level Agreements (SLAs)
We are committed to resolving your issues promptly. Our SLAs define the expected response and resolution times for each ticket tier:
- Tier 1: Response within 24 hours, resolution within 3 business days.
- Tier 2: Response within 12 hours, resolution within 2 business days.
- Tier 3: Response within 1 hour, resolution within 24 hours.
Escalation Paths
If your issue is not resolved to your satisfaction, we have a clear escalation path:
- Contact your assigned support representative.
- If unresolved, escalate to the support manager.
- For critical issues, reach out directly to our senior support team.
We are dedicated to providing you with the best support experience possible. Thank you for choosing Ciokdee.