When you send us a request for support, we try our best to get back to you as soon as possible. The following are indicative time frames by when you should expect a response from us.
Note: Time frames listed in this article are indicative. The actual time we take to respond to your support requests or questions depends on several factors.
General Questions and Feedback
If you send us an email that contains a general question or feedback about a product, service, or support experience, we aim to respond to your request within 1 business day.
Critical Issues
If your hosted or managed service has a critical issue, we aim to respond to your request within 10 minutes.
This excludes services that are hosted and managed by you, in which case, we aim to respond within 2-4 hours.
New Service Provisioning
The time it takes to provision a new service depends on the service you have ordered. Most of our services are provisioned automatically, however, if you are a new customer, we may take up to 1 business day to get in touch with you to confirm your details and provide you with the necessary access details.
Bissesar Services Credentials
For our SaaS products, the following indicative time frames apply:
Password Reset Requests
Most password resets are performed automatically within minutes. If you have opted for manual verifications or approvals, or if the service requires manual intervention to process password requests, we aim to process your requests within 1 business day.
New End-User Accounts
We aim to process all new user accounts for most of our services within 1 business day. Depending on the service and the number of user licenses ordered, it may take longer as we may need to confirm the payment status for your ordered licenses.
Accounts and Billing Issues
If you have a question or need help with billing or our accounts department, we aim to respond to your request or question within 1 business day.
Privacy Requests
If you have an account with us and submit a question or request about your privacy, such as requesting a copy of your information, we aim to respond within 2 business days.