EDUcal’s service level agreement (SLA) policy sets standards of performance for our support team. We set SLA policies for the time within which agents should respond to, and resolve tickets based on ticket priorities. 

Urgent  

 1st response: 1 business hour
Resolution: 4 business hours

High

 1st response: 4 business hour
Resolution: 12 business hours

Medium

 1st response: 8 business hour
Resolution: 1 Business day

Low

 1st response: 1 Business day
Resolution: 3 Business days