This feature requires our Enterprise Plan.
This guide will outline our SLA support processes.
Sections
Ticket severity levels
Your business is on our Support SLA. As a result, you can report four different levels of issues when contacting 10to8.
| Ticket Severity | Description |
| Major | Service unavailable, severely inhibiting business operations for a large number of users. |
| Critical | Service degradation, significantly inhibiting business operations for a large number of users. |
| Minor | Service degradation, allowing a continuation of normal business. |
| Normal | User enquiry about functionality. |
How to contact 10to8 support
To report an issue corresponding to any of the above ticket severities, please follow the steps below:
1) Contact us via the links within your 10to8 account, by live chat (via the blue speech bubble icon in the bottom right-hand corner of 10to8), through our contact form, by emailing help@10to8.com, or by calling our support helpline.
2) Add the ticket severity, in brackets, into the subject line (e.g. "[Normal] How do I set up my working hours?").
3) Add as many details to the email/description as possible.