If you have a safeguarding related filtering issue

[filteringtech]

How many weeks or months would you expect to wait to get an update after raising a support ticket?

[Sonic007]

I'd want it actioned immediately if it is a safeguarding issue that will put children at immediate risk.

[TechMonkey]

Without knowing the full story it is hard to comment. An outstanding, live safeguarding issue shouldn't be weeks or months, it should be hours or days at worse. Though whatever the ticket there should be a response with in a couple of days.

[filteringtech]

Say you found something you had blocked as a category to pupils, that you expected to be blocked, that has "adult content" and you found the domain was whitelisted and explicitly set to bypass inspection. Edited September 4, 2023 by filteringtech

[FN-GM]

It would depend on the contract you have with your supplier. Why is the SLA in the contract?