If it's critical for you, it's critical for us! We prioritize critical tickets with a guaranteed response within 30 minutes of receipt and engage with most tickets on the same day. You determine the priority of your tickets based on your unique business needs, and Net Friends responds accordingly.
Response Time During Office Hours
During regular office hours, Net Friends attempts to respond to all tickets as quickly as possible. Even during busy times, we are working to resolve issues much speedier than our Service Level Agreement requires.
We triage tickets based on a priority system as detailed below:
- Normal Priority Issues: We will respond to you within 8 business hours.
- Important Priority Issues: You can expect a response to occur within 2 business hours.
- Critical Priority Issues: No worries! We will get back to you within 30 minutes.
Response Time During After-Hours
If you face a critical issue after normal office hours, rest assured, Net Friends provides 24x7 support for critical issues. Should you have a critical issue arise after hours, we will respond within 30 minutes and have a resolution for you within 4 hours.
“Normal” and “Important” priority issues will be responded to during business hours.
Creating a Support Request
We provide three methods of contacting us to create a support request:
- use the customer portal,
- send an email, or
- give us a call
For critical issues, we encourage clients to call and use the emergency voicemail. This routes your call to the right people and avoids potential processing delays.
We value transparency and encourage you to contact your Customer Success Manager as soon as possible if there are any issues regarding our service levels and support. This information allows us to adjust and better meet your needs. When you first become a Net Friends client we are still learning about your requirements, and your feedback is a crucial part of that process.
We are here to make sure your IT systems are the least of your worries. If we are doing it right, you will hardly even think about them.
For specific information, please refer to our Current Service Level Agreement.
