Technical support is available 24x7 and is accessible via multiple channels. This document outlines the escalation processes that should be used for reporting failures, concerns, incidents, and complaints. This process is the default policy unless your account has purchased a priority support agreement. 


Please check the operational status page at https://status.duocircle.com/ prior to opening or escalating an issue.



Escalation Process
Expected Result
Timeline
Support email
24x7 ticket acknowledgment
4 hours
Support phone
24x7 live agent or voicemail
4 hours
Live chat
24x7 live agent or bot
4 hours
On-call engineering escalation
24x7
1 -6 hours depending on your service SLA