Response Times

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

 

Silver

Gold

Platinum

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

* When escalated via Incident phone number or Incident email. When submitted as an online ticket, P2 Target Initial Response Times apply.