Support Response Time Policy

We categorize support requests into priority levels to ensure critical issues are addressed immediately.

• Priority 1 (Critical): Site-wide outage or core functionality failure.
• Priority 2 (High): Significant functional issues or performance degradation.
• Priority 3 (Normal): General queries, minor updates, or non-critical bugs.

Our team aims to respond to all support requests within the following timeframes during business hours.

• Priority 1: 2-4 hours response time.
• Priority 2: 8-12 hours response time.
• Priority 3: 24-48 hours response time.

Our support team is active from 9:00 AM to 6:00 PM (GMT+6), Sunday through Thursday, excluding public holidays.

Note: Emergency support for Priority 1 issues may be available outside of standard business hours for clients on an Enterprise support plan.

To ensure your request is tracked and prioritized correctly, please use our official support channels.

• Client Portal: Submit a ticket through your account dashboard.
• Email: support@globalitsolutions.com.bd
• Direct Messaging: Available for Enterprise clients via Slack or WhatsApp.