Office hours are defined as Monday - Friday from 9 AM to 4 PM (GMT). Response time and actions taken to resolve a problem are based on the assessment of the business impact of the reported technical issue.
Initial response time is defined to be the first contact by a Support Engineer after the incident has been logged in the support ticket system. Default initial response time for Koongo customers is 24 hours (except weekends). A status update will be communicated to a customer if an incident cannot be resolved immediately or more information is needed. A final follow-up with a customer occurs on a resolution date. A ticket will remain open until a confirmation is received that a customer is satisfied with a resolution.
The issue is considers as solved and the related ticket is closed when there is no email received from the customer within 4 days from the last Koongo reply.
You can contact Koongo at email@example.com