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:
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.
We request that you use one of the three methods of contacting us to create a support request:
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.
How we prioritize tickets is a common question, and the simple answer is you determine the importance. Every business has unique needs, and what is critical for one might be normal for another. You have the best understanding of what is crucial for your operations, so you set the priority. Net Friends is here to respond based on that priority.
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. This information allows us to adjust and better meet your needs. When you first become a Net Friends client we are 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.
