GreatCo.'s primary approach in supporting our customers is through the "Contact Us" function that is available within the on our site. To ensure we are consistently achieving best-in-class CSAT via Intercom, we have implemented response times of 2 hours or less. Our support team's average time to first response time is about one hour.
Standard Support Hours:
Mon. - Fri. 8am to 8pm ET
Anticipated response within 2 hours from time of receipt
Non-Standard Support Hours:
Evenings: 5pm - 8pm ET
Weekends: 9am - 5pm ET
Anticipated response will be addressed within 5 hours from time of receipt from 9am - 5pm ET
Between 5:01pm - 8:59am ET the rep is not deemed to respond unless Sev 1 or 2 issue is raised
24x7 Support on Sev 1 issue - time to first response is 30 minutes
Sev 2 issue - time to first response is 2 hours
Please note: The times of "anticipated response" are self-imposed time-frames, if we wish to revisit them, we may certainly do so, yet service levels should never fall below our documented Support and Response Time Service Levels [link out to card with your SLAs], which defines Guru's response times and operating procedures per Severity Level.
Support Team Schedules:
Bart, Lisa, Maggie: M-F 9am-5pm ET
Millhouse: M-F 12pm-8pm ET
CSMs cover weekend shifts from 9am-5pm ET as outlined here [add a separate card with weekend rotation]