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Support Hours and Response Times during Support Hours as outlined in the table below:

...

Basic Support

Extended Support

Applicable Support Hours

Basic Support Hours

Priority 1:

  • When escalated via phone: Extended Support Hours

  • If not escalated via phone:
    Basic Support Hours

Priority 2, 3 and 4: Basic Support Hours

Priority 1 Response Time*
(within Support Hours)

1 day

4 hours

Priority 2 Response Time*
(within Support Hours)

2 days

4 hours

Priority 3 Response Time*
(within Support Hours)

3 days

1 day

Priority 4 Response Time*
(within Support Hours)

5 days

2 days