The chart below indicates our commitment to responding and resolving your support requests.
Response time is measured from the time the ticket is received until an SE replies back through a ticket update or phone call (per contracted maintenance support hours).
|P1||A complete loss of service or a significant feature that is completely unavailable in a production environment, and no workaround exists. Does not include custom development issues and non-production environments.||Within 1 hour - During Business Hours||Every 30 minutes||P1 issues will be continuously worked on until resolved or a workaround identified|
|P2||Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues and non-production environments.||Within 1 Hour – During Business Hours||Every 4 Business Hours||Within 1 Business Day|
|P3||Includes product questions, feature requests and development issues.||Within 4 Hours – During Business Hours||Every 2 Business Days||Within 5 business days|
|P4||Minor feature/function failure for Production, Test, QA, or issues found during Implementation. Enhancement.||Within 1 Business Day||When Available||When Available|
* Business day: 8:30 ~ 17:30 EST/EDT Monday ~ Friday (Excluding US holidays and Friday after Thanksgiving)