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Priority Definition

Priority Definition

Support issues are categorized according to priority scale. Our Support team uses the following definitions to ascertain a ticket's Priority Levels as per Service Level Agreement.

  • Priority Definition

    Subscription Service is down or unavailable: the situation halts business operations and no procedural workaround exists.

  • Priority Definition

    Important features of the Subscription Services are not available: the situation is causing a high impact to portions of business operations and no reasonable workaround exists.

  • Priority Definition

    A routine technical issue: information requested on Subscription Services capabilities, installation or configuration and acceptable workaround available.

Annual Support Plan

Service Status Page
Email Support
Phone Support
Help Center / Admin Panel Users
15 Users
Support Hours
Training / Consulting
10 hours
Customer Success Manager
Priority Type
Initial Response Time
Severity 1
45 minutes
Severity 2
4 hours
Severity 3
24 hours

Product Documentation

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User Guides

Quick reference guides for the best use of SearchUnify

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Developer Guides

Resources to learn and build from SearchUnify APIs

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What Clients Are Saying About SearchUnify's Support Services

The support is phenomenal. They are extremely responsive and take feedback to heart. The company genuinely wants to provide features that their customers suggest and request.

Priority Definition

They listen to your requirements and would go to great lengths to implement your specific requirements. Their admin console is very powerful and their documentation covers all basic functions.

SearchUnify Support has a quick turn around time. It makes it so much easier to give a good experience to my stakeholders and customers. I cant understate how much I appreciate it.

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