Scope and Responsiveness

Support for billing and subscription management-related issues as well as technical break-fix issues is available at all support levels. Advisory, escalation and account management services are available at the Premier support levels.


Severity and responsiveness

Initial Response Time is the period from when you submit your support request to when a Support Engineer contacts you and starts working on your support request. The Initial Response Time varies with both the support plan and the Business Impact of the request (also known as Severity).

If you are using a mobile device, please rotate it to "landscape" view to see the following table.

SEVERITY LEVEL CUSTOMER’S SITUATION INITIAL RESPONSE TIME 2 EXPECTED CUSTOMER RESPONSE
Severity A (high) Critical business impact

Customer’s business has significant loss or degradation of services, and requires immediate attention. 3

Free: N/A 1 Premier: < 1 hr When you select Severity A you confirm that the issue has critical business impact, with severe loss and degradation of services.

The issue demands an immediate response, and you commit to continuous, 24x7 operation, every day with our team until resolution, otherwise, we may at our discretion decrease the Severity to level B.

You also ensure that we have your accurate contact information.
Severity B (medium) Moderate business impact

Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner.

Free: N/A 1 Premier: < 2 hr When you select Severity B you confirm that the issue has moderate impact to your business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity.

The issue demands an urgent response. If you chose 24x7 when you submit the support request, you commit to a continuous, 24x7 operation, every day with our team until resolution, otherwise, we may at our discretion decrease the severity to level C. If you chose business-hours support when you submit a Severity B incident, we will contact you during business hours only.

You also ensure that we have your accurate contact information.
Severity C (low) Minimum business impact

Customer’s business is functioning with minor impediments of services.

Free: 8 1 Premier: < 4 hr When you select Severity C you confirm that the issue has minimum impact to your business with minor impediment of service.

For a Severity C incident, we will contact you during business hours only.

You also ensure that we have your accurate contact information.