TEZLA TECHNOLOGIES
How our support works
Our service agreement, in plain language.
Our service agreement, in plain language.
“We protect our staff as much as our clients — every ticket gets the right skill set, at the right urgency, every time.”
One number, a real person.
Tracked from the moment you reach us.
Low, medium, high, mission-critical.
Straight to the matching skill set.
Fixed — and fully documented.
Our rule, no exceptions: a ticket never closes until the documentation is complete.
| SEVERITY | WHERE IT GOES |
|---|---|
| LOW | Help Desk — handled by our front-line support team. |
| MEDIUM | Help Desk, with a mid-level engineer looped in from the start. |
| HIGH | Straight to a senior engineer — never the help desk queue. Auto-escalated. |
| SEVERE / MISSION-CRITICAL | Senior engineer instantly, with an all-hands-on-deck response behind them. |
Target response times are defined in your signed service agreement — high-severity issues are always addressed by a person immediately, never left waiting in a queue.