Support SLA
What you can count on from menta tech support: how we sort cases by urgency, how fast we reply and resolve, when we're around, and how to escalate if something stalls.
What this is#
This is the agreement that tells you, in plain terms, what menta tech support commits to: how quickly we reply, how quickly we aim to fix things, how available we are, how we keep you informed, and how we decide how urgent a case is. The whole point is to keep your operation running smoothly and to take the guesswork out of asking for help.
What support covers#
Here's the honest line between what we handle and what falls elsewhere, so you know where to point a given issue:
- Technical incidents on menta services
- Slowdowns, degradations, or odd latency
- Operational issues that hit your day-to-day
- Anything wrong in the money flows menta operates
- menta ↔ ticketing system out of sync
- Functional questions and feature requests (handled as P4)
- Custom development built to order
- Formal training or onboarding programs
- Strategy, commercial, or marketing advice
- Talking directly to your end users (that's your team)
One thing worth knowing: when your end users raise something with you about menta's services, you can lean on us under this SLA to help you sort it out.
Where cases live#
We work with a single source of truth: the official channels — the ticket portal, the designated emails, and any coordination channels alongside them — are the one place every case is recorded. So every request needs to become a ticket. A quick message somewhere else doesn't replace that; it should always end up reflected in the ticket. Each ticket gets its own number, an automatic confirmation that it landed, and tracking right through to the moment it closes — so nothing slips through the cracks.
When we're available#
Support runs Monday to Friday, 8:00 AM to 7:00 PM Eastern Time (ET), all year round. We keep the clock fixed in ET, so it doesn't shift around with other zones' daylight saving. And for the cases that truly 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 to be bigger or smaller than it first looked.
- P1 — Critical. Something is on fire across the system or the operation is at real risk: a total outage or severe slowdown, lots of people unable to buy or transfer tickets, a critical webhook or integration failure, payouts failing across the board, a security breach, fraud at scale, an urgent change to an event that's about to start, or an immediate legal or commercial risk.
- P2 — High. A real, painful problem — but there's a workaround, or it's racing against 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, ticketing and menta drifting out of sync, Control Station issues, or disputes and chargebacks.
- P3 — Standard. 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, a ticket with some non-essential field wrong, or something quirky that already has a documented workaround.
- P4 — Low. The little stuff: a typo or cosmetic glitch, a non-blocking slow load, something confusing, a how-do-I question, a suggestion, or a request for an improvement or new feature (which we weigh on the roadmap).
How fast we reply#
This is how long, at most, from the moment a ticket is created until a real person gets back to you:
| Priority | First reply | What it means for you |
|---|---|---|
| P1 — Critical | ≤ 1 hour, around the clock | We're already on it, day or night. |
| P2 — High | ≤ 4 business hours | You'll hear from a person the same workday. |
| P3 — Standard | ≤ 1 business day | In hand by the next workday. |
| P4 — Low | ≤ 2 business days | We'll get to it shortly. |
How fast we resolve#
And this is what we aim for to actually get you back to normal:
| 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 — Standard | ≤ 3 business days | Wrapped up within a few days. |
| P4 — Low | Per roadmap or regular maintenance cycles | Bundled into upcoming work. |
How we keep you posted#
You'll never have to chase us for an update. We confirm automatically that your ticket arrived, give you a real ETA in that first human reply, and then keep you in the loop at a pace that matches how urgent the case is:
- P1: an update every 60–120 minutes until the service is back to normal.
- P2: at least two updates every business day.
- P3 / P4: whenever there's something meaningful to report.
Uptime#
We use commercially reasonable efforts to keep the services up at least 99.7% of the time, measured month by month. A few things don't count against that number, because they're outside our hands: scheduled or emergency maintenance, failures in third-party systems (your ticketing system, payment processors, and the like), misuse, and force majeure events as defined in your Services Agreement.
If you need to escalate#
If a case isn't moving the way you'd expect, here's the ladder — each rung is a clear next step:
- Step 1 — Support team. Leave a comment right on the ticket asking us to revisit the priority or status. Often that's all it takes.
- 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.