Service Level Agreement

Built to ensure YOUR technological success

Response Time & Case Severity

Get the help in the time you need it!

To provide the best-in-class customer experience, we offer effective support with efficiently handled cases. Ujimatec assigns every inbound case a “Severity” with an established response time goal. 


SeverityTarget Response Time
Basic SupportPremium SupportPlatinum Support
Urgent2 business hours1 business hourAvailable On Call
High4 business hours2 business hoursAvailable On Call
Medium2 business days1 business day1 business day
Low5 business days2 business days2 business days



Ujimatec prides itself on providing the best available customer service in the industry. With your success being our top priority, our team is here to support your team and support your growth!

Case Severity Details

Urgent severity: An issue that results in the total failure of a production system (or module) without any available workarounds. The Urgent Severity is also assigned to issues that need immediate processing: those that are causing significant data loss or data integrity problems or are related to compromised security. Payroll-related critical issues like printing checks and preparing government reports are also considered urgent.

High severity: An issue that prohibits the use of standard features described in the documentation where the issue does not have an available workaround and its resolution is needed to avoid a significant financial burden to the business.

Medium severity: An issue that involves partial, non-critical loss of functionality of the software or impairs some operations, but allows the customer to continue using the software.

Low severity: A cosmetic issue, including errors in the documentation, general usage questions, and recommendations for product enhancements or modifications.

Would you like to start a project with us?

We are looking forward to working with you! Send us a word and someone on our sales team we will get back to you without delay!

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