Vumacloud aims to respond to all support tickets within the following timeframes:
| Plan | First Response Target | Priority |
|---|---|---|
| Starter | Within 24 hours | Standard |
| Growth | Within 12 hours | Standard |
| Pro | Within 4 hours | Priority queue |
Response times are measured during business hours (Monday–Friday, 8:00 AM – 6:00 PM EAT). Tickets submitted on weekends or public holidays may take slightly longer. Critical infrastructure outages are treated as emergencies regardless of plan level.
Upgrading to the Pro plan gives your tickets priority queue positioning — they are seen and actioned before standard-tier tickets.
