Understanding Unisolva’s SLA - Response and Resolution Times
Unisolva’s Service Level Agreement (SLA) defines how quickly the support team responds to and resolves your support tickets. Every ticket you open is assigned a priority level, and each priority has a guaranteed response time and target resolution time. This article explains the SLA tiers, what counts as “response” vs. “resolution,” and how to ensure your tickets receive the right priority.
SLA Response and Resolution Times
|
Priority |
Response Time |
Resolution Time |
|
Critical |
1 hour |
4 hours |
|
High |
4 hours |
8 hours |
|
Medium |
8 hours |
48 hours |
|
Low |
24 hours |
72 hours |
What “Response Time” Means
Response time is the maximum time between when you submit a ticket and when a Unisolva support engineer acknowledges it and begins investigation. An acknowledgment means:
- Your ticket has been reviewed by an engineer (not an automated reply)
- The engineer confirms they understand the issue
- Initial troubleshooting or information gathering has started
|
???? Note Automated confirmation emails (“Your ticket has been received”) do not count as the SLA response. The SLA clock starts when you submit the ticket and stops when a human engineer replies with a substantive acknowledgment. |
What “Resolution Time” Means
Resolution time is the target for delivering a fix, a workaround, or a clear action plan. Resolution means one of the following:
- The issue is fully fixed and confirmed working
- A workaround is provided that restores functionality while a permanent fix is being developed
- The issue is identified as outside Unisolva’s scope (e.g., a bug in your custom code) and you are provided with specific guidance on next steps
Some complex issues may require longer than the target resolution time. In those cases, Unisolva communicates progress updates within the ticket and provides an estimated completion time. The SLA commitment is to begin resolution within the target window, not necessarily to have completed all work by then for genuinely complex problems.
Priority Definitions
When you open a ticket, you select a priority level. Here is what each level means:
|
Priority |
Definition |
Examples |
|
Critical |
Complete service outage affecting all users or imminent data loss |
Server down, website completely inaccessible, email system not delivering any messages, database corruption |
|
High |
Major functionality impaired with significant business impact, no workaround |
cPanel inaccessible, SSL certificate expired and not renewing, WordPress admin locked out, email sending but not receiving |
|
Medium |
Functionality partially affected, workaround available |
One email account not syncing (others work), a specific page returning an error, slow site performance, a report generating incorrect data |
|
Low |
Non-urgent request, question, or minor cosmetic issue |
How-to question, feature request, DNS record change, plan upgrade inquiry, minor display issue |
|
???? Tip If you are unsure which priority to select, choose Medium. The support team will adjust the priority if the issue warrants a higher or lower level based on their assessment. |
When the SLA Clock Runs
SLA timers are calculated based on business context:
- Critical and High priority tickets - the SLA clock runs 24/7, including weekends and holidays. These issues receive around-the-clock attention.
- Medium and Low priority tickets - the SLA clock runs during business hours (Sunday–Thursday, Cairo time). Weekend and holiday hours are excluded from the calculation.
|
???? Note Unisolva’s primary business hours align with Cairo time (GMT+2). If you submit a Low priority ticket at 11 PM Cairo time on a Thursday, the SLA clock does not start counting until the next business day (Sunday morning). |
What Happens If the SLA Is Missed
Unisolva takes SLA commitments seriously. If a response or resolution target is at risk of being missed:
- The ticket is automatically escalated to a senior engineer or team lead
- You receive a proactive update explaining the delay and the revised estimated time
- Post-incident, Unisolva reviews any SLA breach internally to prevent recurrence
If you believe your ticket’s SLA is not being met, reply to the ticket stating your concern. You can also open a separate ticket to the Billing Department referencing the original ticket ID for a formal SLA escalation.
How to Ensure Accurate Priority Assignment
The priority you select when opening a ticket directly affects how quickly it is picked up. To ensure your ticket gets the right attention:
- Describe the impact clearly - “My entire website is down and customers cannot access it” is more actionable than “site issue”
- Mention the scope - is it affecting all users, one user, one page, or one function?
- Note whether a workaround exists - “I can still process orders manually” vs. “No orders can be placed at all”
- Do not inflate priority - marking a cosmetic issue as Critical delays response to genuine emergencies and may result in your priority being downgraded
|
⚠️ Warning Repeatedly marking non-urgent tickets as Critical may result in Unisolva adjusting your ticket priorities to reflect actual impact. Reserve Critical for genuine service outages and data loss scenarios. |
Verify It Worked
- You understand the four priority levels and can select the correct one when opening a ticket
- You know the difference between response time and resolution time
- You know that Critical/High tickets are monitored 24/7 and Medium/Low follow business hours
- You know how to escalate if you believe the SLA is not being met
Related Articles
- How to Open and Manage a Support Ticket
- How to Reach Support - Channels and Best Practices
- Unisolva’s 99.99% Uptime Guarantee - What It Means for You
