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Working hours

Neuralab working hours are divided in couple of sections:

 

1. Server hosting & critical to blocker functions support

 - All locations (NY & Zagreb)

 - 24/7/365

 - Response time SLA: 3h*

 - Type of support: ticketing zendesk & email ( support@neuralab.net )

 - Type of requests handled: Server not running, DB malfunction, hacker attack (if applicable), outage.

 

2. Official premium support for clients

 - All locations (NY & Zagreb)

 - Mon - Fri - 09:00 h - 17:00 h (official Croatian working days)

 - Response time SLA: 3h (8 h outside working hours)*

 - Type of support: ticketing zendesk, phone ( +1 646 583 0690 ) & email ( support@neuralab.net )

 - Type of requests handled: Design, Development, Content, Project handling, Analysis, Backups, Reporting, Repairs, Consultation

 

3. Opened office, walk in production!

 - Zagreb location: Fojnička 6, 10 000 Zagreb

 - Mon - Fri - 09:00 h - 17:00 h (official Croatian working days)

 - Response time SLA: knock-knock

 - Type of support: coffee & chat

 - Type of requests handled: From A to Z

 

*SLA (Service Level Agreement) means that we will respond to your inquiry. Resolving the issue depends on the project complexity and severance of the task. This will be communicated for each opened ticket separately

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