TAT Policy

Last Updated: 09 Aug. 2025

This Turnaround Time Policy (“TAT Policy”) governs the processing, scheduling, and completion timelines (“TAT”) for service requests submitted to AcumenSites (a brand of Acumen Technologies (SMC-PVT.) Limited, shall hereinafter be referred to as 'we,' 'us,' 'our,' or 'Company') by clients (“Client,” “you,” “your”) as part of our WaaS services.

By submitting a service request, you agree to be bound by this TAT Policy in addition to our Terms of Service.

1. Support Ticket Priorities and 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 and Holiday Requests: Responses may be delayed, urgent cases will be prioritized.

3. Communication and 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:

5. Limitations and 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 and Updates

This TAT policy is effective as of March 26, 2025, and will remain in effect unless modified. 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.