What is a fast-track ticket?
A fast track ticket is a special type of support ticket that is given priority status, allowing the customer to receive faster response times and faster resolution of their issue.
How do I submit/raise a fast-track ticket?
To submit a fast track ticket, this will be done when raising the ticket as you will be required to select the fast track if you require an urgent response on your issue.
What types of issues qualify for a fast-track ticket?
Fast-track tickets are typically reserved for urgent or critical issues that require immediate attention, such as website downtime, security breaches, or data loss.
How long does it take to receive a response to a fast-track ticket?
Response times for fast-track tickets can vary depending on the severity of the issue. Typically, you can expect a response within an hour or less.
Is there an additional cost for a fast-track ticket?
Yes, this cost N2,000 per request. However, please note that once an issue you raised the fast track ticket for is resolved, your ticket will be downgraded back to the normal queue where we attend to request sequentially.
Is the additional fee refundable?
The fee is a one-time per request payment and its not refundable.
Please note that the fast-track ticket is only available from Mondays - Fridays.