Priority-based response times are offered for all support tickets.
Support tickets will be assigned a priority based on a set of standard criteria (see below). For all support agreements we will use our Best Efforts (BE) to respond during the stated response window.
| Product | Urgent | High | Norm | Low | Hours |
| Cloud Bronze 6000 | 8H | 12H | 3D | 5D | BH |
| Cloud Bronze 12000 | 8H | 12H | 3D | 5D | BH |
| Cloud Bronze 24000 | 8H | 12H | 3D | 5D | BH |
| Cloud Bronze 60000 | 4H | 8H | 2D | 4D | BH |
| Cloud Bronze 120000 | 4H | 8H | 2D | 4D | BH |
| Cloud Gold | 4H | 8H | 2D | 4D | BH |
| Desktop | 8H | 12H | 3D | 5D | BH |
| Workgroup | 6H | 8H | 2D | 4D | BH |
| Gold Support | 4H | 4H | 8hrs | 2D | BH |
| Gold 24x7 Support | 4H | 4H | 8hrs | 2D | 24x7 |
| Platinum Support | 2H | 4H | 8hrs | 1D | BH |
| Platinum 24x7 Support | 2H | 4H | 8hrs | 1D | 24x7 |
Note: H = Hours, D = Days, BH = Local Business Hours.
Platinum Support users are guaranteed a resolution within 10 business days.
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