Support is only provided via email at [email protected]. These tickets are monitored during service hours.
The service hours are Monday – Friday, 9:00 – 17:00 (Eastern Daylight Time), expect for the official holidays
Outside of service hours:We monitor our services closely and our internal services are handled via an internal SLA. For the purpose of this SLA no support is provided outside of service hours.
A duty to recover any errors exists only with regards to repeatable malfunctions. Submitted errors and malfunctions are to be cleared by Cranberry Consulting.
Perceived errors and malfunctions will be categorized as follows:
| Priority | Response & Resolution Times |
|---|---|
|
High
An incoming error message is classified as "high priority" if a substantial number of customers are unable to process domains |
Response Time: 4 hours Resolution Time: 24 hours |
|
Medium
An incoming error message is classified as "medium priority" if a substantial number of customers are unable to process secondary feature set of our services |
Response Time: 24 hours Resolution Time: 5 working days |
|
Low
An incoming error message is classified as "low priority" if it impacts a selected number of customers where they are unable to process domains or secondary feature set of our services |
Response Time: 3 working days Resolution Time: 28 working days |
|
Other
Malfunctions that cannot be assigned to one of the priorities stated above will be categorized other or are caused by a 3rd party provider. |
Response Time: 5 working days Resolution Time: unspecified |