Below are the standard SLAs that are applied to every ticket. We may manually adjust the resolution time on an item once it has been reviewed and determine that it will take longer than the standard SLA to complete. We do our best to always respond to all tickets within 1 hour of receiving them. We want you to know that we've seen your issue and that we will address it as soon as possible.

 

When opening a ticket, please be mindful of selecting the appropriate priority. 

 

LOW -  This should be used if there is absolutely no rush to complete this item. It is something that needs to be done, but could take the back burner to other items if necessary. Please note - all emailed tickets default to LOW priority, however, you can log into the portal after opening the ticket via email to adjust the priority.

 

MEDIUM - This should be used if there is something that needs to be done with some urgency, but you would be able to manage through the next business day or two without it.

 

HIGH  - This should be used in most scenarios where something is needed as quickly as possible.

 

URGENT  - This should be used in items causing a crucial work stop for the staff, server outages or issues with settlement statements at the closing table. An URGENT priority ticket stops our entire team from their current work and refocuses everyone on the urgent item. If something is of great importance but is not preventing the team from working, please use HIGH instead of urgent.

 

	Urgent	High	Medium	Low
Workflow, Integrations	1day	3days	5days	7days
Partners, File issue, User Permissions	1 hr	2 hrs	4hrs	8hrs
Accounting, Fees/Rates	3 hrs	5 hrs	1day	2days
Documents	4hrs	8hrs	2days	5days