Our standard support processes are divided to three levels:
Level 1 tech will try to help you to get issue fixed over the phone, if issue can not be fixed over the phone, a trouble ticket will be generated.
Level 2 tech will contact you within 24 hours. If issue can not be fixed by level 2 tech, it will be escalated to level 3 techs to either solved or get solution within 48 hours.
Please always keep the trouble ticket for inquiry and you can also check the ticket status online from here