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)