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).

Priority​ Criteria​ Response​ Updates​ Resolution/Workaround
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)