Support Hours
- Support hours: Monday to Friday, 8:30 am – 5:00 pm PT
- SLAs are measured during business hours.
- Requests submitted outside of business hours will be tracked beginning at the next business day.
SLA Commitments
| SLA Metric | Target Time |
|---|---|
| First Response Time | Within 30 minutes |
| Follow-up Response Time | Within 30 minutes |
How We Measure
- First Response Time is the time from when an issue is created to when a BRM support team member first replies.
- Follow-up Response Time is the time between customer replies and BRM responses during the lifecycle of a ticket.
- SLAs are automatically tracked in our support system and apply to all issues from all sources.