At Servosity, we understand how critical your backups are, and we are committed to providing reliable, responsive support to ensure your data remains secure. Below is an outline of our standard response times and approach to handling support issues.
Response Times
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On an average business day, we strive to respond to new support tickets within 1-2 hours of receipt.
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For proactive support issues, we make every effort to resolve them on the same business day they are reported.
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Issues reported near the end of the business day may not be processed until the following business day, but they will be addressed as a priority when business hours resume.
Prioritization of Issues
While we aim to resolve all issues promptly, some situations may require additional time due to severity and urgency:
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Critical Issues (e.g., outages, emergency restores) – Highest priority, addressed immediately.
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Warnings and Verification Issues – Addressed as soon as possible, but resolution times may vary depending on workload, staff availability, and higher-priority incidents.
Our Commitment to You
Your backups are our top priority. Even when unexpected situations arise, our team is actively monitoring and working to resolve issues efficiently. Rest assured, we are on it, and your backups are safe with Servosity.