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.