Untangled Support SLA

Published 18 September 2025

 

Purpose

This article explains Untangled’s SLA so you know what to expect when raising a support ticket, how issues are prioritised, and how resolution times are managed.

 

What you need to know

1. Ticket Priorities

2. SLA Targets (Response & Resolution Times)

3. How Tickets Are Prioritised

4. When Tickets May Be Put on Hold

5. Out of Scope & Fair Use

6. Our Commitment

 

1. Ticket Priorities

When you raise a support ticket, we assign it a priority level:

• Low – Minor issue, not time-sensitive.

• Medium – Important but not business-critical.

• High – Significant impact, may block key tasks.

• Urgent – Severe or widespread disruption. (Reserved for major outages/business-critical failures.)

 

 

2. SLA Targets (Response & Resolution Times)

 

Priority Tier	Response Goal	Resolution Goal	SLA Target
P1 – Critical	1 working hour	4 working hours	≤ 95%
P2 – High	1 working hour	8 working hours	≤ 95%
P3 – Medium	2 working hours	16 working hours	≤ 95%
P4 – Low	2 working hours	24 working hours	100%
P5 – Informational	8 working hours	40 working hours	N/A

 

 

3. How Tickets Are Prioritised

We use two factors to decide ticket tier:

• Severity – How many users are affected.

• Impact – How much business disruption is caused.

 

Examples:

• Entire business offline → Priority 1 (Critical)

• Department can’t access system → Priority 2 (High)

• Minor issue with workaround → Priority 4 (Low)

 

4. When Tickets May Be Put on Hold

A ticket may be paused if we are waiting on your input, such as:

• Approving a change or cost

• Providing extra details such as relevant call sample data, test results, etc.

• Completing a required step

 

5. Out of Scope & Fair Use

Some issues fall outside of Untangled’s support scope, including:

• 3rd-party ISP, hardware, or software issues

• Systems working as designed

• Reopened cases without new evidence

 

In these cases, we’ll close the ticket and guide you on next steps. Refer to our MSA documentation specifically for Fair Use Policy

 

6. Our Commitment

• We work to resolve issues as quickly as possible.

• We keep you informed with updates at each stage.

• If a ticket is escalated to a vendor (e.g., Dialpad), we’ll note it with a reference ID.