Support tickets for clients with active retainers are processed first. For all other clients, ticket priority and rates are determined according to issue urgency and impact.
Critical - Work is blocked, revenue is at risk, or a critical system isn’t functioning. Needs attention as soon as reasonably possible.
Medium - There is a deadline approaching or work is slowed. Time-Sensitive and needs action soon (24–48 hours).
Normal - Important but not time-sensitive. Fix whenever it fits into normal scheduling.
Level 1 – Affects the entire site or a critical workflow
Level 2 – Serious degradation of performance or functionality
Level 3 – Issue has moderate impact to business
Level 4 – Issue or question with limited business impact
In the absence of an active retainer, the task will be billed at the prevailing rates according to our current Master Services Agreement.
I affirm that I am authorized to request paid support on behalf of the organization I represent.
I have read and agree to the current service rates, terms, and policies listed at ArcFires Legal and agree to pay for the support I am requesting.
