Support SLAs

Case open methodWeb & PhoneWeb & PhoneWeb & PhoneWeb & PhoneCase open methodWeb & PhoneWeb & PhoneWeb & PhoneWeb & Phone

SeverityStandardPremiumProactiveProactive +
Severity 1
Case open methodWeb & PhoneWeb & PhoneWeb & PhoneWeb & Phone
Response Time1 hour during local business hours1 hour during local business hours. 2 hours during after hours30 minutes during local business hours. 1 hour during after hours30 minutes during local business hours. 1 hour during after hours
Severity 2
Response Time4 hours during local business hours2 hours during local business hours. 4 hours during after hours1 hour during local business hours. 2 hours during after hours1 hour during local business hours. 2 hours during after hours
Severity 3
Response Time12 hours during local business hours8 hours during local business hours. No after-hours support from Sev3 and below4 hours during local business hours. No after-hours support from Sev3 and below4 hours during local business hours. No after-hours support from Sev3 and below
Severity 4
Case open methodWeb & PhoneWeb & PhoneWeb & PhoneWeb & Phone
Response Time24 hours during local business hours12 hours during local business hours. No after-hours support from Sev3 and below8 hours during local business hours. No after-hours support from Sev3 and below8 hours during local business hours. No after-hours support from Sev3 and below
  • Local Phone Number Support: Included in Standard & Premium support programs for all severity levels
  • Dedicated Toll Free Phone Number Support: Included in Proactive & Proactive+ support programs for all severity levels
  • Software Updates: Included in all support programs and for all severity levels