Introduction
Draycir have set Service Level Agreements determined by the classificiation of your ticket. Ticket classifications within Draycir have 4 options, set by urgency - Urgent, High, Medium and Low. Each of these classifications have specific service levels that on Support we aim to achieve:
| Severity Classification | Target Time for First Response | Target Time for Permanent Fix |
| Urgent | Within 2 working hours | Within 3 working days |
| High | Within 4 working hours | Within 7 working days |
| Medium | Within 8 working hours | Within 12 working days of temporary fix being implemented |
| Low | Within 1 working day | Within the next update of the software |
All SLAs are timed within working days, our opening hours can be found here.
Knowledgebase Article Details
| Related Product | All Products |
| Ref Number | KBA-00-02-013 |
| Document Date | 05/03/2025 |
| Original Author | Shannon Walker |
| Document Version | v1.0 |
| Last updated | 05/03/2025 |
| Update Author | Shannon Walker |
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