Overview
When you submit a support request to Paytronix, our Service Level Agreements (SLAs) define exactly how quickly you can expect a response and a resolution. Think of an SLA as a written promise for how we handle issues — response times and resolution targets vary based on how severely the issue is impacting your business. This article explains how we categorize issues and what our commitments are at each level.
Priority Definitions
P1 – Critical | P2 – High | P3 – Medium | P4 – Low |
The system or major feature is down or seriously impacted, or the Client's data is lost or destroyed, and there is no reasonable workaround currently available. | The system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. | The system or application issue is not critical: no data has been lost, and the system has not failed. The issue does not hinder normal operations, or the situation may be temporarily circumvented using an available workaround. | Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications. |
All response times are measured in business hours (7am – 8pm EST).
First Response Time
Time from case creation to first agent reply
Priority | Essentials | Standard | Premier | Advantage |
P1 — Critical | 2 hr (120 min) | 1 hr (60 min) | 1 hr (60 min) | 1 hr (60 min) |
P2 — High | 48 hrs. (2880 min) | 4 hrs. (240 min) | 4 hrs. (240 min) | 4 hrs. (240 min) |
P3 — Medium | 48 hrs. (2880 min) | 24 hrs. (1,440 min) | 24 hrs. (1,440 min) | 24 hrs. (1,440 min) |
P4 — Low | 48 hrs. (2880 min) | 24 hrs. (1,440 min) | 24 hrs. (1,440 min) | 24 hrs. (1,440 min) |
Ongoing Response Time (Recurring)
Priority | Essentials | Standard | Premier | Advantage |
P1 — Urgent | 2 hr (120 min) | 1 hr (60 min) | 1 hr (60 min) | 1 hr (60 min) |
P2 — High | 48 hrs. (2880 min) | 8 hrs. (480 min) | 8 hrs. (480 min) | 4 hrs. (240 min) |
P3 — Medium | 48 hrs. (2880 min) | 32 hrs. (1,920 min) | 32 hrs. (1,920 min) | 24 hrs. (1,440 min) |
P4 — Low | 48 hrs. (2880 min) | 32 hrs. (1,920 min) | 32 hrs. (1,920 min) | 24 hrs. (1,440 min) |
Legacy Support Plans (i.e. Silver or Gold)
Legacy Support Plans (i.e. Silver or Gold)
All response times are measured in business hours (7am – 8pm EST).
First Response is the time from case creation to first agent reply
Priority | First Response | Resolution Time |
P1 — Urgent | 1 hr (60 min) | 3 Business Days (4,320 min) |
P2 — High | 24 hrs. (1440 min) | 10 Business Days (14,400 min) |
P3 — Medium | 24 hrs. (1440 min) | 15 Business Days (21,600 min) |
P4 — Low | 48 hrs. (2880 min) |
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