About Overcee

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Support Levels

We offer a range of product support packages so that you can find one that fits your organisation's needs.

	Support Tier	Guaranteed Ticket Acknowledgement	Guaranteed Ticket Assignment
	Gold Level Support	3 Hours	24 Hours
	Silver Level Support	24 Hours	3 Days
	Bronze Level Support	2 Days	5 Days
	Basic Level Support	5 Days	14 Days

What's the difference between "Acknowledgement" and "Assignment"?

When a ticket in the pool is read by one of our team it get "Acknowledged", meaning that it is marked as read and entered into a queue for processing. At the same time you will receive an email to notify you that this has progressed.

Once in the queue (which is arranged based on your licence's support level), your call will be picked up by a technician for analysis and resolution. Once it is picked up it is "Assigned" to that technician.