Response Times

Applicable Support Hours

Basic Support Hours
Mon-Fri 9:00am - 6:00pm CET and EST
(excluding public holidays).

Priority 1:

• When escalated via phone:
  Extended Support Hours (24/7)

• If not escalated via phone:
  Basic Support Hours

Priority 2, 3 and 4: Basic Support Hours

Priority 1:

• When escalated via phone:
  Extended Support Hours (24/7)

• If not escalated via phone:
  Basic Support Hours

Priority 2, 3 and 4: Basic Support Hours

Priority 1 Response Time
(within Support Hours)

8 Business Hours

4 Hours*

1 Hour*

Priority 2 Response Time
(within Support Hours)

2 Business Days

1 Business Day

4 Business Hours

Priority 3 Response Time
(within Support Hours)

3 Business Days

2 Business Days

1 Business Day

Priority 4 Response Time
(within Support Hours)

5 Business Days

3 Business Days

2 Business Days