The BRAINS Sphere has developed a document to display the objectives we have in place when responding to a support ticket submission. This document will be improved upon and updated as we add more refined help topics.

We currently divide our response times into two major categories:

• Emergency
• Non-Emergency

During business hours (7 AM - 7 PM):

• Emergency Tickets should be responded to within 30 minutes.
• Non-Emergency Tickets should be responded to within 1 hour.

During non-business hours (7 PM - 7 AM):

• Tickets classified as emergency should be responded to within 1 hour.
• Non-Emergency Tickets should be responded to within 1 hour of the next business day.

See below for a listing of our help topics and associated response times. For a printable version of this page or if for any reason, the image is not loading, refer to the attachment located on the right of the page.