TAT Policy
Last Updated: 26 Mar. 2025
1. Support Ticket Priorities & Response Times
We categorize support tickets based on urgency and impact. Our response and resolution times are as follows:
| Priority Level | Definition | Initial Response Time | Estimated Resolution Time |
|---|---|---|---|
| Urgent (Critical Issues) | Website down, security breach, payment failure | Within 2 Hours | 6-12 Hours |
| High (Major Malfunctions) | Feature not working, downtime for some users | Within 4 Hours | 1-2 Business Days |
| Medium (Performance Issues) | Slow loading, minor bugs, UI glitches | Within 12 Hours | 2-4 Business Days |
| Low (General Queries, Feature Requests) | Billing questions, minor enhancements, general inquiries | Within 24 Hours | 5-7 Business Days |
2. Support Availability
Business Hours: Monday – Friday, 9 AM – 5 PM (PST)
Weekend & Holiday Requests: Responses may be delayed, urgent cases will be prioritized.
3. Communication & Updates
- Users will receive an email confirmation when a support ticket is submitted.
- Status updates will be provided at key stages of the resolution process.
- If additional time is required, users will be notified of the expected resolution timeframe.
4. Escalation Process
If a ticket remains unresolved beyond the expected TAT, users can escalate their request to higher-level support:
- Escalation Email: support@acumensites.com
5. Limitations & Exemptions
- Some issues may require intervention from third-party services, which could extend the resolution time.
- Feature requests will be reviewed but are not guaranteed within the standard TAT.
- TAT does not apply to cases requiring extensive custom development, legal processes, or force majeure events.
6. Compliance & Updates
This TAT policy is subject to periodic review and updates. Any changes will be posted on this page. Continued use of our support services after updates implies acceptance of the revised policy.
For any inquiries regarding this policy, please contact us at info@acumensites.com.
