Please see Freshdesk SLAs and Business Hours for each group below.




Ticket Priority

GroupSLAUrgentHighMediumLowBusiness HoursPOC
1-Accounting - CashiersRespond within2 bus. hour4 bus. hours8 bus. hours8 bus. hoursMon-Fri 8am-5pmBryce Franca
Resolve within4 bus. hours8 bus. hours16 bus. hours16 bus. hours
2-Accounting - OracleRespond within2 bus. hour4 bus. hours4 bus. hours8 bus. hoursMon-Fri 7am-4:30pmGordon Ching/Harvey Wong
Resolve within4 bus. hours8 bus. hours16 bus. hours24 bus. hours
3-CorporateRespond within2 bus. hour4 bus. hours8 bus. hours8 bus. hoursMon-Fri 6:30am-3:30pmLarry Friel
Resolve within4 bus. hours8 bus. hours16 bus. hours16 bus. hours
4-Customer ExperienceRespond within2 bus. hour4 bus. hours8 bus. hours8 bus. hoursMon-Fri 8am-5pmCahit Ogut
Resolve within4 bus. hours8 bus. hours16 bus. hours16 bus. hours
5-Customer ServiceRespond within2 bus. hour4 bus. hours6 bus. hours8 bus. hoursMon-Fri 8am-5pmLeann Stanton
Resolve within4 bus. hours8 bus. hours12 bus. hours16 bus. hours
6-IT - Agency TechnologyRespond within2 bus. hour4 bus. hours12 bus. hours16 bus. hoursMon-Fri 8am-5pmKurt Binz
Resolve within6 bus. hours8 bus. hours24 bus. hours32 bus. hours
9-IT - InfrastructureRespond within2 bus. hour4 bus. hours12 bus. hours16 bus. hoursMon-Fri 8am-5pmJoseph Huang
Resolve within6 bus. hours8 bus. hours24 bus. hours32 bus. hours