TAT depends on the maintenance plan that you have selected and the type of ticket we are dealing with. We classify them as L1, L2 and L3. L1 is basically adding text, changing images, troubleshooting basic issues on the website. L2 is to add features, functionality to the website and troubleshoot plugin, theme and payment gateway related issues. L3 will be overseen by highly trained support engineers who handle issues like server/website crashes, hack attempts, DDoS attacks and highly complex issues. By default all tickets will be assigned to general and our support staff will classify them as L1, L2 and L3. Average TAT for L1 is 4-5 hours, L2 is 2-3 hours and L3 is 1 hour.

If you have an SOS situation with your website, please raise a ticket and send the ticket ID to techteam@vrishaba.com. You will get a response from an available unit.

Tickets and emails help us prioritize and plan our resources. It also helps us maintain accountability and track our support activities.

You can schedule a call with us to explain and we will create a ticket on your behalf.

If you don’t have access to the support portal, please send an email to techteam@vrishaba.com with your email address and phone number. We will create a user account and share a video on how to create a ticket.