Ticket Types (Service Level and Response Time)

Pursuant to your Service Level Agreement that Decode Technologies provides to each client. Here are the level's definition so you know what type of ticket will you need to submit.


Service Levels




Resolution period


The service cannot be accessed or used.

1 – 5 working days


Major functionality of the service is impaired.

1 – 5 working days


The Client is unable to save inputs.

1 – 5 working days


Minor functionality of the service is impaired.

1 – 3 working days


Computation adjustments / issue.

1 – 3 working days


Performance degradation is experienced.

1 – 3 working days


Bug affecting a small number of users.

1 – 3 working days


Major cosmetic issues.

1 – 3 working days


Minor cosmetic issues.

1 – 3 working days


Support is available every Monday - Friday 9:00 AM-5:00 PM. Tickets submitted on a weekend will be attended on the next working day.


Note: Response time for each client may vary. Because of the quarantine restrictions brought about by the COVID-19 Pandemic, response time may vary as our team is currently working from home. Please bear with us. Thank you.

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