Submit a ticket

or

send an email to support@mangoapps.com

Support Levels

MangoApps offers two levels of support: Standard and Priority. The response and resolution times are based on priority and are shown in in the two tables below.

Priority Support Response/Resolution Time Matrix
Case Severity Initial Response Time Goal Resolution Time Goal
Priority–0 Less than 2 hours Less than 8 hours
Priority–1 Less than 8 hours Less than 48 hours
Priority–2 Less than 48 hours
Developer will respond during business hours.
To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release.
Priority–3 5 business days Bug fixes or patches may be deferred to a scheduled maintenance release.

 

Standard Support Response/Resolution Time Matrix
Case Severity Initial Response Time Goal Resolution Time Goal
Priority–0 Less than 12 hours Less than 24 hours
Developer will investigate and resolve.
Priority–1 Less than 24 hours,
Developer will investigate and resolve during business hours.
Less than 72 hours.
Priority–2 Less than 72 hours
Developer will respond during business hours.
To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release.
Priority–3 5 business days Bug fixes or patches may be deferred to a scheduled maintenance release.

Support Hours

Business hours are 8:00 AM to 5:00 PM Pacific Time, Monday through Friday exclusive of the following holidays:

  • New Year’s Day
  • Martin Luther King, Jr. Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day After Thanksgiving Day
  • Christmas Eve
  • Christmas Day
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