Ticketing Response & Resolution Time Guide

Created by Kelly Luff-Cooper, Modified on Mon, 10 Nov, 2025 at 12:41 PM by Kelly Luff-Cooper

At Radar, we are committed to providing timely and transparent support to ensure minimal disruption to your operations. These timeframes are based upon timely raising of tickets in Freshdesk, with all information included, so that we fully understand your query. Our response and resolution targets are based on standard business hours (Monday to Friday, 9:00 AM – 5:00 PM).

For urgent issues that critically impact your business, our team is available outside of standard hours to ensure a prompt response and swift resolution.

In cases where an issue requires further investigation beyond a straightforward bug fix—for example, when deeper analysis, third-party input, or development work is required—Radar will provide regular progress updates to keep you informed of the investigation status and the expected resolution timeline.

These guidelines are designed to maintain clear expectations, support effective communication, and ensure that each issue is prioritised appropriately based on its business impact.

Priority Level		Contact	Identification	Fix
Urgent	There is a major loss of essential functionality with no work-around. Campaign selections cannot be completed. Essential reports are not output. Emails cannot be created/broadcast. The problem is deemed business critical.	4 Business Hours	4 Business Hours	Within 1 Business Day but to use best endeavours to fix within 4 Business Hours of identification if feasible
High	Not as urgent, but issue requiring a quick resolution.	8 Business Hours	8 Business Hours	Within 2 Business Days
Medium	There is some loss of essential functionality with an available work-around. Delays in campaign selections.	8 Business Hours	12 Business Hours	Within 5 Business Days
Low	There is some loss of non-essential functionality.	16 Business Hours	24 Business Hours	Within 10 Business Days