Standard
- Hours
- Business hours (M–F)
- Channels
- Email, portal tickets
- SLA
- P3/P4 response
Clear commitments on response times, support tiers, and escalation procedures.
| Priority | Response | Resolution Target | Description |
|---|---|---|---|
| Critical (P1) | 15 minutes | 4 hours | Portal down, data breach, or complete service outage. |
| High (P2) | 1 hour | 8 hours | Major issue affecting project delivery or access. |
| Medium (P3) | 4 hours | 24 hours | Non-critical issue or degraded experience. |
| Low (P4) | 8 hours | 72 hours | Minor issues, questions, or requests. |
Initial triage and resolution for standard issues.
Complex project issues escalated within 2 hours.
Critical delivery issues with studio leadership visibility.
P1 incidents with direct founder communication.
Partner with SANA Digital for professional graphic design, branding, social media design, and creative solutions. Request a quote or schedule a consultation today.