--- title: FAQ - What are Smartwebs Support Service Level Agreements (SLAs)? description: Learn what to expect after submitting a Support request to Smartwebs, including our first-response commitment, resolution goals by request type, escalation paths for product-related issues, and options for receiving live assistance. This article outlines Support Service Level Agreements (SLAs) and explains how tickets are prioritized, managed, and communicated throughout the resolution process. --- [Skip to content](https://solutions.smartwebs.com/en-us/smartwebs-solutions/smartwebs-support-service-level-agreements-slas#main-content) English - United States Show submenu for translations ![Logo-FullColor HOA management Platform-1](https://solutions.smartwebs.com/hubfs/Logo-FullColor%20HOA%20management%20Platform-1.svg) - [Smartwebs Solutions Home](https://solutions.smartwebs.com/) - [Contact Us](https://share.hsforms.com/2VBrljHAiSeCkcUy_-IEe_Aq0yoc) - [Manage Tickets](https://support.smartwebs.com/tickets-view) Open main navigation Close main navigation - [Smartwebs Solutions Home](https://solutions.smartwebs.com/) - [Contact Us](https://share.hsforms.com/2VBrljHAiSeCkcUy_-IEe_Aq0yoc) - [Manage Tickets](https://support.smartwebs.com/tickets-view) - English - United States Show submenu for translations - [Contact Us](https://share.hsforms.com/2VBrljHAiSeCkcUy_-IEe_Aq0yoc) [Contact Us](https://share.hsforms.com/2VBrljHAiSeCkcUy_-IEe_Aq0yoc) How can we help you? - There are no suggestions because the search field is empty. 1. [Smartwebs Solutions](https://solutions.smartwebs.com/en-us/smartwebs-solutions?hsLang=en-us) 2. [General](https://solutions.smartwebs.com/en-us/smartwebs-solutions/general?hsLang=en-us) 3. [Frequently Asked Questions](https://solutions.smartwebs.com/en-us/smartwebs-solutions/general?hsLang=en-us#frequently-asked-questions) June 26, 2026 # FAQ - What are Smartwebs Support Service Level Agreements (SLAs)? ## Learn what to expect after submitting a Support request to Smartwebs, including our first-response commitment, resolution goals by request type, escalation paths for product-related issues, and options for receiving live assistance. This article outlines Support Service Level Agreements (SLAs) and explains how tickets are prioritized, managed, and communicated throughout the resolution process. ### **Purpose** This article outlines the expected response and resolution timelines for Support requests submitted to Smartwebs. ### **First Response Expectations** While the total time required to resolve a support request depends on its content and complexity, our goal is to provide an **initial response** to all inquiries within **one (1) business day**. Upon receiving a ticket, a Client Support Representative will: - Review the information provided. - Categorize and prioritize the request. - Request any additional information needed to investigate. - Provide an expected timeline and next steps. ### **SLA by Request Type** #### **Tier 1: Standard Requests** **SLA:** Our goal is provide a resolution within **one (1) week**. Standard requests typically involve: - General product questions - User management requests - Configuration assistance - New association setup - Basic troubleshooting - Report requests #### **Tier 2: Non-Standard Requests** **SLA:** our goal is provide a resolution within **two (2) weeks**. Non-standard requests typically involve: - Association transfers - Complex troubleshooting - Multi-team investigations - Integration related inquiries - Advanced configuration issues - Data review or recovery requests #### **Tier 3: Product Requests** These tickets are routed **outside of Support SLAs** and typically involve**:** - Bug Fix requests - Engineering or Data requests - Feature Enhancement requests Upon review and replication by Support of the system issue or enhancement use case, these requests are routed from Support to the respective Engineering POD intake process. Timelines for product requests are determined by the software development roadmap and assigned resources based upon priority, severity, business value, and scope of impact.   ### **Important Notes** **The timelines above represent target service levels and may vary** based on request complexity, required client responses, third-party dependencies, or unforeseen technical circumstances. If additional time is needed, the assigned Client Support Representative will provide status updates and revised expectations throughout the lifecycle of the ticket.   ### **Live Assistance** **Need help now?** Smartwebs supports inbound calls to our office at**[512-218-9996](tel:5122189996)**for immediate assistance. If a ticket is not yet associated with the request of the caller, one will be generated for tracking and visibility of service excellence. 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