Macrometa Support Options

Community Support

Urgent - Agent response with no guaranteed response/resolution time.

High - Agent response with no guaranteed response/resolution time.

Normal - Documentation/Knowledge Base/Chat.

Low - Documentation/Knowledge Base/Chat.

Advanced Support

Urgent - Agent response within 2 Hours 24x7.

High - Agent response within 4 Hours 24x7.

Normal - Documentation/Knowledge Base/Chat

Low - Documentation/Knowledge Base/Chat

Enterprise Support

Urgent - Agent response within 1 Hour 24x7. Updates every 4 Hours until resolution or priority downgrade.

High- Agent response within 2 Hours 24x7. Updates daily until resolution or priority downgrade.

Normal - Documentation/Knowledge Base/Chat

Low - Documentation/Knowledge Base/Chat

Priority Levels

Urgent - Production system outage or business-critical disruption. Severe impact.

High - Progress or job function blocked with no workaround. Moderate to high impact.

Normal - Barrier to progress (workaround available). Low to moderate impact.

Low - Non-critical questions and feature requests. No to low impact.