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What are GoTo Connect's Customer Support SLAs?

    To ensure we maintain active collaboration with our customers and provide satisfactory service, the support teams have the following requirements for SLAs (Service Level Agreements).

    Customer Support SLAs

    • We aim to answer 80% of our calls within 2 minutes of a call landing in our queue. This does not include time spent making choices in the phone system.
    • We respond to emails within 24 hours.
    • We automatically close correspondence with a customer after 72 hours of no response.

    Setup Team SLAs

    • We aim to achieve a 2-minute average speed of answer for inbound calls to the Setup Team. We currently maintain an 80% success rate.
    • We assign voicemails within 24 hrs and respond within 24 hrs of being assigned.
    • We assign initial email correspondence within 24 hrs and respond within 24 hrs of being assigned.
    • We respond to follow up emails within 24 hours. We follow up on emails with no reply every four business days.
    • We automatically close correspondence with a customer after 24 business days of no response.

    Support Engineers SLAs

    Note: This is our highest level of escalation within Customer Support.
    • We aim to achieve a 3-minute average speed of answer for inbound calls to Support Engineering. We currently maintain a 90% success rate.
    • We assign voicemails within the hour and respond within an hour of being assigned.
    • We assign initial email correspondence within the hour and respond within an hour of being assigned.
    • We respond to follow up emails within 24 hours.
    • For enterprise customers with specialized contracts, please refer to SLA requirements listed in your contract.
    • We automatically close correspondence with a customer after 72 hours of no response.