Each Issue or Appointment can be classified to your Priority needs and will be responded, resolved, and calculated in billing and in the following manner:



        Priority        Actual Hours,     Billable Hours,    Expect a Response Time,     Expect a Resolve Time


  • LOW                1 hrs,                 1 hrs,                    24 hrs,                                3 days
  • MEDIUM        1 hrs,                 1.5 hrs,                   8 hrs,                                  1 days
  • HIGH               1 hrs,                2 hrs,                      4 hrs,                                 12 hrs
  • URGENT         1 hrs,                2.5 hrs,                    1 hrs,                                    4 hrs


Buy Support Credit our Help Desk page on our website at https://saastech.net/helpdesk



SUPPORT PRIORITY DESCRIPTION

PER USE / HOUR

12 hour CREDIT

40 hour 
CREDIT

LOW - P4: Low Priority Impact - Service Fully Usable, Ticket Item, Scheduled Appointment, Remote Connection, Remote Consultation
(SLA Low 1 Day / 3 Days)

$80

$20/15 min

$60

$15/15 min

$50

$12.50/15 min

MEDIUM - P3: Medium Priority Impact - Service Use Partially Impaired, Non-Ticket Item, Unscheduled Remote Connection, On-SaaSTech Bench 
(SLA Medium 8 hrs / 1 Day)

$120

$30/15 min

$90

$22.50/15 min

$75

$18.75/15 min

HIGH - P2: High Priority Impact - Service Use Severely Impaired, onsite scheduled, planned coding, Travel Time, On-Site Consultation
(SLA High 4 hrs / 12 hrs)

$160

$40/15 min

$120

$30/15 min

$100

$25/15 min

URGENT - P1: Critical Priority Impact - Service Unusable or coding in Production, Holiday, Off Hours Unplanned 
(SLA Urgent 1 hrs / 4 hrs)

$200

$50/15 min

$150

$37.50/15 min

$125

$31.25/15 min

SLA - Service Level Agreement to Respond and Resolve Tickets


SEE What is Client Success Services (CSS)

SEE How we Prioritize your Support Request

SEE How to Report an Issue or Work Order Request