Highest priority
Priority support
Enterprise customers
- First response
- 15 minutes
- Resolution target
- 4 hours
SLA policies
Set clear expectations for every kind of request.
Response time is a team promise
Policies apply in order of priority. The first matching policy sets a ticket's response and resolution targets.
Active
Standard support
Business customers
- First response
- 1 hour
- Resolution target
- 8 hours
Active
General enquiries
Starter and guest requests
- First response
- 4 hours
- Resolution target
- 24 hours
Business hours
The support schedule used by business-hour policies.
Monday – Friday9:00 AM – 6:00 PM
Saturday – SundayClosed
Time zoneAfrica / Cairo
Outside these hours, business-hour targets pause until the next working period.
Workspace settingsWhen a target is at risk
- 130 minutes before
Highlight the ticket in the attention queue.
- 2At the deadline
Flag the ticket for the assigned team lead.
- 3After 1 hour
Escalate to the workspace owner.
Policy examples are local configuration previews; no background scheduler runs.