What is your SLA for any issue resolution?

As a part of the Service Level Standards, we will use our best efforts to remedy any defects in the functioning of the Product within the below-mentioned timelines, based on the categorization of a defect. 

Listed below are the response times based on when a new ticket has been created. Click here to learn more about creating a ticket.


Note: The time to resolve the ticket would vary based on the type and severity of the issue/query.


Severity Type


Initial Response Time 



Front-end features powered by Tagalys are severely impacted

< 2 business hours 

L2 (Medium)

Front-end issues that do not have a severe impact. 

< 2 business hours 



No impact on the online business Service request, Queries

< 4 business hours