A Support Response SLA (Service Level Agreement) is a commitment made by the TextUs Support team regarding the expected response time to customer inquiries, issues, or requests for assistance.
The TextUs Support team is dedicated to respond to all of your inquiries as quickly as possible. Below are our guaranteed Service Level Agreements (SLAs) depending on whether you have Support or Support Pro.
Note: TextUs business hours are Monday through Friday from 7 am - 5 pm MST/MDT.
Status | Support Response Time | Support Pro Response Time |
First case response | 8 hours | 2 hours |
Actively working | 8 hours | 4 hours |
Escalated | 40 hours | 40 hours |
For more information on access to Support Pro, contact your TextUs Account Manager.