Response Times
For Priority definitions please check here
Support Hours and Response Times during Support Hours as outlined in the table below
| Silver | Gold | Platinum |
---|---|---|---|
Applicable Support Hours | Basic Support Hours |
Priority 2, 3 and 4: Basic Support Hours |
Priority 2, 3 and 4: Basic Support Hours |
Priority 1 Response Time | 8 Business Hours | 4 Hours* | 1 Hour* |
Priority 2 Response Time | 2 Business Days | 1 Business Day | 4 Business Hours |
Priority 3 Response Time | 3 Business Days | 2 Business Days | 1 Business Day |
Priority 4 Response Time | 5 Business Days | 3 Business Days | 2 Business Days |
* When escalated via Incident phone number or Incident email. When submitted as an online ticket, P2 Target Initial Response Times apply.