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Support Hours: Monday-Friday, 9AM-5PM PST | Response time: Within 24 hours
For urgent issues, call (619) 810-5633 or email support@cardopz.com directly

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Understanding our priority levels and response times

CRITICAL Critical Issue

Critical feature loss with no workaround available

Initial response: Within 1 hour

Updates: Daily until resolved

HIGH High Priority

Severe service disruption with a workaround available

Initial response: Within 4 hours

Updates: Every 24 hours until resolved

MEDIUM Medium Priority

Secondary feature impairment with minimal inconvenience

Initial response: Within 1 business day

Updates: Weekly or upon request until resolved

LOW Low Priority

Minor issues or enhancement requests

Initial response: Within 2 business days

Updates: Scheduled based on mutual agreement or during next maintenance window

Note: Please select the appropriate priority level when submitting your ticket. This helps us allocate resources effectively and ensures critical issues receive immediate attention.

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Please refer to our Support Response Protocols for priority definitions

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