Support Service Levels
Methodology
We know how frustrating it can be to have to create a support ticket and wait over a day for a reply. With Patronum, you get access to expert help and support directly within the application. Patronum support is provided via the chat interface. 85% of all customer queries are resolved by our front-line AI-driven chatbot, however, if the Chatbot can't help you, there is a team of Patronum experts online to provide further assistance.
Service Levels
To set customer expectations on team availability and response times, we will aim to provide support within the following timeframes.
Severity | Initial Response Time | Follow-Up Response Time | Availability (UTC) |
|---|---|---|---|
Critical | Within an hour | Every hour | 24/7/365 |
High | Within 2 hours | Every 2 hours | 24/7/365 |
Medium | Within 8 hours | Every 8 hours | Monday 07:00 - Friday 22:00 |
Low | Within 24 hours | Every 24 hours | Monday 07:00 - Friday 22:00 |
/
Updated on: 22/09/2025
Thank you!