Support response and resolution times
The first-response and resolution targets that apply when you contact our support team, by ticket priority.
Source: Docklify platform support rules (ticket SLA defaults), effective 9 Nov 2026. Review tier B — we re-check this page at least every 30 days.
Our targets by priority#
- Urgent — first response within 1 hour; resolution target 4 hours.
- High — first response within 4 hours; resolution target 24 hours.
- Medium — first response within 12 hours; resolution target 72 hours.
- Low — first response within 24 hours; resolution target 168 hours (7 days).
The clock starts when your ticket is created, and you can follow its status and deadline in your ticket list at any time. Priorities describe impact: urgent means your work is blocked, low means a question or a minor issue. If an issue gets worse, reply on the ticket and raise the priority — the targets above then apply to the new priority. These are the platform defaults for contacting our team; service-level agreements you set for your own customers inside your organization are a separate setting and do not change the targets on this page.