Support SLAs

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

Severity Standard Premium Proactive Proactive +
Severity 1
Case open method Web & Phone Web & Phone Web & Phone Web & Phone
Response Time 1 hour during local business hours 1 hour during local business hours. 2 hours during after hours 30 minutes during local business hours. 1 hour during after hours 30 minutes during local business hours. 1 hour during after hours
Severity 2
Response Time 4 hours during local business hours 2 hours during local business hours. 4 hours during after hours 1 hour during local business hours. 2 hours during after hours 1 hour during local business hours. 2 hours during after hours
Severity 3
Response Time 12 hours during local business hours 8 hours during local business hours. No after-hours support from Sev3 and below 4 hours during local business hours. No after-hours support from Sev3 and below 4 hours during local business hours. No after-hours support from Sev3 and below
Severity 4
Case open method Web & Phone Web & Phone Web & Phone Web & Phone
Response Time 24 hours during local business hours 12 hours during local business hours. No after-hours support from Sev3 and below 8 hours during local business hours. No after-hours support from Sev3 and below 8 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