Response Time and Escalation to Specialized Departments

Introduction

This guide explains how INTROSERV handles your support requests and how we route complex issues to specialized teams.

Response Time: What to Expect

Our Commitment

When you submit a request to INTROSERV support, we guarantee: automatic acknowledgment within 2 minutes (tickets) or 1 minute (chat). First response from our support team within 10 minutes, 24/7.

Your first response could include:

Questions to understand your issue
A quick answer if it's simple
Information about which team will help you

If your issue takes longer We'll keep you updated:

Regular updates
Clear explanation of what we're doing
Realistic timeline for resolution
Transparency at every step

Support Structure

Support Level	Team	Available	What They Do
Level 1	Support Engineers	24/7	Handle requests, FAQ, diagnostics, billing, orders. Can escalate to the Data Center team when needed.
Level 2	Billing Team	Mon-Fri, 09:00-18:00 CET	Account invoicing and payments, including complex or problematic tickets (refunds, payment gateway issues, etc.)
Level 2	Data Center Technicians	Mon-Fri, 08:00-17:00 local time	Server and infrastructure work, performed directly on-site at the Data Center
Level 3	System Administrators	Mon-Fri, 08:00-22:00 CET	Complex technical issues and escalations

What is Escalation?

Escalation means your request goes to a specialist who can solve it better. This is normal. It doesn't mean something went wrong. It means we're routing you to the right expert.

When We Escalate

We send your request to specialists in these cases:

High volume on our support team

We need faster answers, so we route to available experts
Example: Server problems affecting multiple customers

VPS or dedicated server issues

System admins have the right tools and access
Example: VPS running slowly or firewall configuration

Complex or unusual problems

Needs expertise beyond standard support
Example: Custom server setup or special configurations

Requests needing management approval

Billing credits, account exceptions, or special requests
Example: Credit for service outage

How Escalation Works

Step 1: You Submit Your Request

Contact us via ticket or message
We acknowledge within 2 minutes (tickets) or 1 minute (chat)

Step 2: We Review Your Issue

Our team reads your request
We decide if specialists are needed

Step 3: We Route to Specialists (if needed)

Your request goes to the right team
You get a message explaining why and what happens next
You stay in the same conversation, no need to resubmit

Step 4: Specialist Takes Over

The expert starts working on your issue
You continue getting updates
The handoff is seamless on your end

Step 5: Resolution

Specialist solves the problem
We confirm it with you
Ticket is closed with full details

Typical Resolution Times

Issue Type	Time
Simple questions (billing, access)	Typically 10 - 30 minutes
Standard technical issues	1-2 hours
Complex issues (diagnostics, troubleshooting)	2+ hours or next day
Non-standard requests	Depends on scope. We'll provide an approximate timeline upfront.

Info: These are estimates. We always let you know if something takes longer than expected.

Real-World Examples

Example 1: Billing Question

You ask: "Why was I charged twice?" What happens:

Automatic acknowledgment in 2 minutes
Support agent responds within 10 minutes
Issue resolved within 30 minutes
No escalation needed

Example 2: VPS Performance Issue

You report: "My VPS is running slowly". What happens:

Automatic acknowledgment in 2 minutes
Support team responds within 10 minutes
They ask for details and try basic fixes
If that doesn't work, escalated to system admins
Admins run diagnostics (1-2 hours)
Problem found and fixed
You get the solution

Example 3: Custom Network Configuration

You ask:"Can you configure a custom firewall rule set for my VPS?" What happens:

Automatic acknowledgment in 2 minutes
Support team responds within 10 minutes
They review your request and check details
Since this requires advanced configuration, the request is escalated to system administrators
Administrators evaluate the rules and apply the configuration (10–20 minutes depending on complexity and system administrators availability)
You receive confirmation and a summary of the changes

Our SLA: What We Promise

SLA means "Service Level Agreement". It's what we commit to do. INTROSERV's SLA:

Automatic acknowledgment: 2 minutes (tickets) or 1 minute (chat)
First response: 10 minutes (all requests, all times)
Status updates: Regular status updates while we're working
We route to specialists when needed
We keep you informed at all times

Info: If we miss these, our management knows about it.

Key Points

We respond fast: 2 minutes auto, 10 minutes full response
Escalation is normal, not a problem
You get regular updates
We prioritize follow-ups from you
You always know what to expect
Your full conversation history stays with you

Need Help?

Send us an email at support@introserv.com

or create a ticket from your personal account.