Support priorities

At Rewst, our approach to support requests is both client-focused and realistic. We classify requests into three priority levels: High, Medium, and Low. Below are the definitions, examples, and our response objectives for each level.

Please note that these objectives are goals aimed at guiding our response times and should not be interpreted as rigid Service Level Agreements (SLAs).

Here's what each level means:

While the below information outlines our response times for our 3 ticket priorities, our initial response target for a message in your private channel in Discord is within 60 minutes. At this stage we may then decide your query needs to be turned into a ticket which will then follow the priorities and response targets outlined below.

Queries submitted via Email or the Self-Service Portal will always follow the priorities and response targets outlined below.

High

Definition: Issues where a production automation is completely down or critically failing, causing severe impact to your operations. This includes any automation that is essential to a system-critical part of your MSP.

Example: An in-production workflow crucial for client data backup fails, posing a risk of significant data loss.

Response Objective: We aim to perform an initial response to High-priority issues within 1 working hour

Medium

Definition: Issues where a production automation is not functioning as expected and there is no viable workaround, but it does not pose an immediate threat to your operations.

Example: A ticket routing automation in production has stopped working entirely, meaning tickets must be manually triaged with no automated fallback.

Response Objective: We aim to perform an initial response to Medium-priority issues within 4 working hours.

Low

Definition: Minor issues, inconveniences, or requests that don't significantly impact your operations. This includes production automations that are misbehaving but can be tolerated or worked around, cosmetic issues, general inquiries, feature requests, and all work related to building or testing workflows not yet in production.

Example: A ticket routing automation is miscategorizing some tickets, but staff can manually correct them. Or a request for changes to a workflow currently in testing.

Response Objective: We aim to perform an initial response to Low-priority issues within 8 working hours.

Operating hours and holiday availability

At Rewst, we are committed to providing exceptional support while also respecting the work-life balance of our international team. Here’s what you can expect in terms of our operating hours and availability during holidays.

Standard operating hours

Support operating hours can be found here.

Holiday availability

As an international company, our team members observe official holidays according to their respective countries. However, due to the global nature of our team, there is often someone available, even during local holidays. This means you may still receive support during these times, though response times might be longer than usual.

Acknowledgements and gratitude

We want to express our gratitude to our dedicated team members who frequently go the extra mile to ensure customer satisfaction. Their commitment to excellence is a cornerstone of the service we provide at Rewst.