An SLA (Service-Level Agreement) is a predefined commitment between a service provider and a client. In regards to tickets, it defines by when the client should expect a response to a submitted ticket.
When a ticket is submitted (Submitting a Ticket to Addigy Support) an email confirmation is sent to the administrator that created it. The email will contain information regarding when Addigy support will respond to your ticket:
Any updates to the ticket will send an email with new details from a Support Engineer. If we don't hear back from you within seven days, your ticket will automatically close. When the ticket closes it will send out a message similar to below:
If you experience any issues, please reach out to the Addigy Support team by email email@example.com.