Response Times and Escalation Process
Our goal is to provide timely support for all Faria products. This article explains our standard response times for each FariaSupport plan and how issues are prioritized.
Expected Response Times by Plan
| Plan | Initial Response | Typical Resolution |
|---|---|---|
| Essential | Within 24 hours | 3-5 business days, depending on complexity |
| Standard | Within 12 hours | 1-2 business days, depending on complexity |
| Premium | Within 4 hours | Priority resolution, typically same business day |
Issue Prioritization
Requests are prioritized based on urgency and impact to your school operations:
- Critical: System-wide outage or major disruption - escalated immediately.
- High: Significant impact on teaching or admissions - prioritized within the plan SLA.
- Medium: Minor disruption or non-urgent question - handled in standard SLA.
- Low: General guidance, suggestions, or minor requests - addressed as capacity allows.
Note: Premium plan schools may contact their School
Experience Manager (SEM) for urgent escalations, while all other requests
should be submitted through the Help Centre or support email.
Tips for Faster Resolution
- Include your school name, product, and relevant details in every request.
- Attach screenshots or documents illustrating the issue.
- Clearly describe steps already attempted to resolve the issue.
- Check if there’s a relevant Help Centre article - sometimes solutions are immediate!
For support, click the Submit a Request button at the top-right, email your product support, or use the in-product widget to submit a ticket.
Summary: FariaSupport provides tailored response times depending on your plan, prioritizes requests by impact, and offers tips to speed up resolution. Use the Help Centre or in-product widget for the fastest service.