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Urgent Support Policy

Orkestro Urgent Support Policy

At Orkestro, we prioritise ensuring smooth operations for our customers and addressing technical issues swiftly. We understand the importance of prompt responses to urgent matters, and we strive to provide the fastest resolution possible for such scenarios.

An issue is deemed "urgent" if it's of a technical nature that inhibits our customers from using Orkestro's services as expected. As such, urgent issues necessitate immediate response and investigation by our technical support team.

Identifying an Urgent Issue

An issue would be considered "urgent" under the following circumstances:

  1. You cannot book any fleet via our API or dashboard.

  2. You're unable to insert orders via our API or dashboard.

We have carefully defined these categories based on their critical impact on your operations. These urgent issues take precedence due to their immediate effect on your ability to utilise Orkestro's services.

Non-Urgent Issues

While we are dedicated to resolving all reported issues, not all problems fall under the urgent category. If your issue or support request does not strictly align with the urgent categories defined above, we kindly ask that you select a more relevant support category.

We assure you that all issues, whether classified as urgent or not, receive our attention and dedication. We work diligently to address them in a timely manner while communicating effectively with you throughout the resolution process.

Your understanding of and adherence to this policy will help us efficiently prioritise support requests, ensuring that urgent matters are swiftly addressed. Thank you for your cooperation.

Feedback and Inquiries

We strive to ensure that our support services meet the highest standards and effectively address your needs. We value your feedback, as it allows us to continuously improve our service.

If you have any feedback, questions, concerns, or issues related to this urgent support policy or any other aspect of our support services, we encourage you to reach out directly to our support team


Your input is important to us, and we appreciate your time and effort in sharing it.

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