Support Response SLAs

SeverityDescriptionResponse Time
CriticalCritical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.1 hour during business hours.
NormalIssue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.4 hours during business hours.

Business hours

Monday – Friday, 4AM – 2PM GMT
Help Desk is closed on Saturday and Sunday and all major U.S. Holidays.

Leave A Comment?