Tractis Support Policy

Are you waiting for a response to your support request?

Tractis handles all support request received according to the following priority order:

  1. Critical issues in the Tractis platform.
  2. Support requests from Tractis paying customers, from high to low Tractis turnover.
  3. Support requests from users of Tractis free services.

Like all businesses, our resources are limited and we have to prioritize. We are pleased to offer free services and support users of free services. However, these tickets have the lowest priority of all possible. Therefore, our response times to support requests from users of free services can vary greatly, depending on our current workload due to ticket types 1 and 2. In projects that require to secure rapid or guaranteed support response times, we strongly recommend contracting a monthly subscription plan or SLA.

Last revision: June 3, 2013