Service Level Commitments

At Hansen360, we strive to deliver timely and reliable support to every client. This article outlines our service level commitments (SLCs) so you know what to expect when engaging with our support team.

Support Availability

• Standard Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)

• After Hours & Weekends: Tickets can still be submitted at any time. Critical issues may be addressed outside business hours based on severity.

Response Time Commitments

We prioritize tickets based on the priority level you select when submitting a request:

• Low Priority (General Questions): Initial response within 24–48 business hours

• Medium Priority (Minor Issues): Initial response within 24 business hours

• High Priority (Major Issues): Initial response within 8 business hours

• Urgent (Critical Impact): Initial response within 4 business hours

Resolution Times

While every issue is unique, our goal is to resolve tickets as quickly as possible. Resolution times may vary based on complexity, but our team will:

• Provide an estimated resolution timeline after the initial assessment.

• Keep you updated regularly until the issue is resolved.

Escalation Path

If a ticket is not progressing as expected:

1. Reply to the ticket in the portal requesting escalation.

2. Or email support@hansen360.com with your ticket ID.

3. Escalated tickets are reviewed by a senior support engineer or manager.

Commitments We Stand By

• Transparent communication throughout the lifecycle of your ticket.

• Regular updates for issues that take longer to resolve.

• Clear escalation paths when urgent action is needed.

Closing Notes

Our service level commitments are designed to ensure predictable, high-quality support for all clients. If you require customized SLAs, please contact us to discuss tailored support plans.

Pro Tip: Always set the correct priority when creating your ticket—this ensures we route it properly and meet the right response commitment.