Frequently Asked Question
What are the current classifications of tickets and the response times associated with them?
Last Updated 2 years ago
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:
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.

We currently divide our response times into two major categories:
- Emergency
- Non-Emergency
- Emergency Tickets should be responded to within 30 minutes.
- Non-Emergency Tickets should be responded to within 1 hour.
- 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.