We define the Response Time as the length of time between when a call or email is received by our Support Department and when a Support Specialist contacts the client. DrekiTek™ Software Solutions Ltd provides response times based on the severity of the issue reported, but will often have a support issue resolved well within the time ranges indicated. 

Critical and High support issues should be reported by phone call. 

Critical and High support issues that are emailed only, after our normal business operating hours will be automatically deemed Low, and may not be responded to until the next business day.

Our standard business hours are:  8:00 am to 5:00 pm Monday to Friday, Pacific Time.

We are located on Vancouver Island, on the West Coast of Canada.  

There is always a Support Specialist on call 24/7.

Please note, at this time, our support services are only available in English.

After Hours Toll Free:  +1 (877) 299-6429

Critical

Response Time: 1 hour or less
The client's application is down. Users are not able to access or use the system. The client's productivity is threatened.

High

Response Time: 2 hours or less
A client's system is running but an Incident with the system directly affects the essential functions of day-to-day operations for all users of the system.

Medium

Response Time: 4 business hours or less
A client’s application is slightly limited. The situation has impaired operations, but most business operations and user productivity continue.

Low

Response Time: 8 - 12 business hours or less
A client’s application or user productivity is not affected, a procedural issue, or feature request, or general help for a user is being reported.