Support response times and business hours
In this article (6)
Each ticket has first-response and resolution targets based on priority to help you anticipate when it will be handled.
Business hours
Our support team works weekdays 09:00–18:00 (Istanbul time). Targets count only during these hours; evenings and weekends do not count. A ticket opened Friday evening starts counting Monday at 09:00.
Targets by priority
| Priority | First-response target | Resolution target |
|---|---|---|
| Critical | 30 minutes | 4 business hours |
| High | 2 hours | 1 business day |
| Normal | 8 business hours | 3 business days |
| Low | 1 business day | 5 business days |
All times in the table count within business hours. A business day is 09:00–18:00. Normal priority may also appear as Medium on some screens.
Who determines priority?
The form determines priority from your topic and reported impact and shows it with the first-response target before submission. See How do I open a support ticket?
Critical priority
Critical priority applies only to services with a managed-service agreement during a complete outage or active security incident. The agreement's first-response time applies to contracted services.
When does the clock pause?
While a ticket is Answered awaiting your reply, or On Hold awaiting a third party, resolution time pauses. Your reply resumes the clock where it stopped.
Where can I see targets?
The ticket page shows an estimated first-response time after submission. Support Tickets also lists first-response targets for ongoing tickets.
Targets are the response and resolution times our team sets itself. Depending on the issue, resolution may rely on a third party such as a domain registrar.