Support Response SLAs

SeverityDescriptionResponse Time
CriticalA critical problem has arisen on the production system, preventing business operations. With no procedural workaround, a large number of users are unable to work.1 hour during business hours.
NormalAn issue on the production system that is causing a partial or non-critical loss of functionality. Only a few users are affected.4 hours during business hours.

Business hours

Monday – Friday, 4AM – 2PM GMT
Help Desk is not open on weekends and all major U.S. Holidays.

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