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|