The timelines below are our unofficial SLA (service level agreement) that we strive to provide our customers with on a weekly basis.
1. Send initial response within 12 hours - this can either be a response with the resolution, or a holding message if the item is being escalated.
2. Send a follow up if the customer has not confirmed the issue is resolved after 48 hours.
3. 48 hours after second email, send instructions and notify the customer that we will close their ticket for now, but reach out to us if they have any issues.