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This document will first outline what services are encompassed in your standard service agreement, as well as what detail professional service offerings we have available.
In order to help customers better understand the priority of tickets that are submitted via our the Freshdesk portal, we’ve gone into detail on Level 1 (most urgent) to Level 4 (low urgency) support expectations around expected response and resolution times.
The Appendices dive into details about how to submit tickets, upgrades, test environments, and more.
In this document, you’ll also learn about expectations we have of you, our customers, to uphold to ensure that this partnership is the absolute best it can be.
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