Support SLA
What you can count on from menta tech support: how cases are sorted by urgency, how fast we reply and resolve, our uptime target, and how to escalate.
What we cover & where#
We've got this: technical incidents on menta's services, slowdowns or latency, operational issues that hit your day-to-day, anything wrong in the money flows menta operates, menta and your ticketing system drifting out of sync, functional questions (P4), and requests for improvements or new features (P4).
Not part of support: custom development built to order, training or onboarding programs, strategy/commercial/marketing advice, and talking directly to your end users (that's your team). That said, when your end users raise something with you about menta's services, you can lean on us to help you sort it out.
When we're around: Monday to Friday, 8:00 AM – 7:00 PM Eastern Time (ET), all year round. And for the cases that can't wait — P1, critical incidents — we're on call 24/7.
How urgent is it?#
Every request gets sorted into one of four levels based on how much it hurts and how fast it needs attention. We make that first call in good faith the moment a ticket comes in, and we'll adjust it if the situation turns out bigger or smaller than it first looked.
- P1 — Critical. Something is on fire across the system or the operation is at real risk: an outage or severe slowdown, lots of people unable to transact, a critical webhook or integration failure, lots of people unable to transfer tickets, payouts failing across the board, a security breach, fraud at scale, or an urgent change to an event that's about to start.
- P2 — High. A real, painful problem with a workaround, or one racing the clock: errors in the buy/sell flow, a buyer without a valid ticket for an event that's coming up, tickets showing wrong, sellers not getting paid, the ticketing system meaningfully out of sync, or Control Station issues.
- P3 — Medium. A contained, one-off annoyance with no real urgency: the odd error when listing or editing, a discrepancy in a report or dashboard, an individual KYC or payout case, or something quirky that already has a workaround.
- P4 — Low. The little stuff: cosmetic glitches, how-do-I questions, suggestions, and requests for improvements or new features (which we weigh on the roadmap).
How fast we reply & resolve#
How fast a person gets back to you
| Priority | First reply | What it means for you |
|---|---|---|
| P1 — Critical | ≤ 1 hour | We're already on it, day or night. |
| P2 — High | ≤ 4 business hours | A person replies the same workday. |
| P3 — Medium | ≤ 1 business day | In hand by the next workday. |
| P4 — Low | ≤ 2 business days | We'll get to it shortly. |
What we aim for to actually fix it
| Priority | Target resolution | What it means for you |
|---|---|---|
| P1 — Critical | Workaround ≤ 2 hours / fully resolved ≤ 8 hours (24/7) | A way around it fast, a real fix close behind. |
| P2 — High | ≤ 24 business hours | Sorted within a business day. |
| P3 — Medium | ≤ 3 business days | Wrapped up within a few days. |
| P4 — Low | Per roadmap or maintenance cycles | Bundled into upcoming work. |
Business hours are counted within our support hours; for P1 the clock runs continuously, including on-call. Whatever the case, we always give you a clear, up-to-date ETA and keep you posted at a pace that matches the urgency (P1: every 60–120 min; P2: at least 2 per business day; P3/P4: whenever there's something meaningful to report).
Uptime & escalation#
We use commercially reasonable efforts to keep the services up at least 99.7% of the time, measured month by month (a service level objective, not an independent warranty). A few things don't count against that, because they're outside our hands: scheduled or emergency maintenance, third-party failures (ticketing, hosting, payment processors), misuse, force majeure, and configuration changes you ask us to make.
If a case isn't moving the way you'd expect, here's the ladder — each rung a clear next step:
- Step 1 — Support team. Leave a comment right on the ticket asking us to revisit the priority or status.
- Step 2 — Account Executive. If step 1 doesn't move things along in a reasonable time, reach out to your assigned Account Executive.
- Step 3 — Operational leadership. For a critical situation that just won't budge, your Account Executive opens the door to menta's operational leadership.