Initial response
(Time to acknowledge the receipt of a support ticket and assign it to a support agent.)
| Severity | Essential | Premier | Premier+ | 24/7 (Urgent tickets only) |
|---|---|---|---|---|
| Urgent | 4 hrs | 2 hrs | 1 hr | 15 min |
| High | 24 hrs | 24 hrs | 4 hrs | N/A |
| Medium | 48 hrs | 48 hrs | 24 hrs | N/A |
| Low | 48 hrs | 48 hrs | 24 hrs | N/A |
Fixed time issues
(Time to resolve an issue—bug / security fix—that is logged with engineering.)
| Severity | Essential | Premier | Premier+ |
|---|---|---|---|
| Urgent | 60 days | 60 days | 60 days |
| High | 90 days | 90 days | 90 days |
| Medium | 90 days | 90 days | 90 days |
| Low | N/A | N/A | N/A |
Except for 24x7 plans, the listed SLA times are calculated within operating hours. For 24x7 plans, the customer can have 2 more contacts to create any emergency support tickets.
