Channex Support Time | Channex Help Center

The speed of our support team's response time depends on the priority level you select when you submit your ticket, your support plan, and how your plan works with our business hours. Your ticket’s priority level can be changed by the agent to be higher or lower based on how an issue impacts your business.

This table is a quick reference to the support levels you can expect according to the ticket priority, issue status, and support plan you are on.


Ticket Priority	Issue Status	Staging	Standard	Business	Enterprise
1	Business Critical	N/A	Within 24 hours	Within 2 business hours	Within 1 hour (24x7)
2	Degraded Service	N/A	Within 24 hours	Within 6 business hours	Within 2 business hours
3	General Issue	N/A	Within 48 hours	Within 12 hours	Within 3 business hours

Notice: Channex Support team works standard business hours in the APAC, and EMEA regions.

APAC: +7 Hours (9 to 5)

EMEA: +1 Hours (9 to 5)

PRIORITY LEVELS

The priority level of a ticket you submit is used to determine what your response time will be.

PRIORITY 1, BUSINESS CRITICAL: This status only applies to applications that are in production. It represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
PRIORITY 2, DEGRADED SERVICE: Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
PRIORITY 3, GENERAL ISSUE: Includes product questions, feature requests and development issues.

You can set the business impact of a ticket when submitting via our support email [email protected] or via the chat feature in app. Please set by mentioning the priority level in the subject line. If no priority level provided will mean it will be by default Priority 3.

However, Channex reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition - usually a non-production setup issue, or how-to question. Channex team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.