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.
|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|
|Gold 24x7 Support||4H||4H||8hrs||2D||24x7|
|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.