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Our Service Level Agreements (SLAs)

Media Garcia is committed to responding to all support requests within defined timeframes based on priority.

Priority Levels and Response Times:
 
Urgent (P1): First response within 1 hour. Used for complete service outages or critical business-blocking issues.
 
High (P2): First response within 4 hours. Used for significant degradation affecting core workflows.
 
Medium (P3): First response within 1 business day. Used for non-critical issues with workarounds available.
 
Low (P4): First response within 2 business days. Used for general questions, minor bugs, and feature requests.
 
SLA timers run during standard business hours (9am–6pm CT, Mon–Fri). Urgent issues are monitored 24/7.