Support Case Priority
Each support case needs will be assigned with the correct priority. Each case priority determines the initial response time for the specific case.
The following table defines the initial response time for each support case priority in the chosen support plan.
| Priority | Built-In | Starter | Pro | Enterprise |
|---|---|---|---|---|
| P1 | Best-effort | 4 hours | 1 hour* | 30 minutes* |
| P2 | Best-effort | 8 hours | 4 hours | 2 hours* |
| P3 | Best-effort | 8 hours | 8 hours | 4 hours* |
| P4 | Best-effort | 24 hours | 24 hours | Next business day |
| P5 | Best-effort | 48 hours | 48 hours | Next business day |
* Escalation required
The priority is assigned based on the priority definitions outlined in the following table.
| Priority | Definitions |
|---|---|
| P1 - critical impact | A production application or infrastructure is unusable |
| The damage to the reputation of the business is likely to be high | |
| No short term workaround can be implemented | |
| P2 - high impact | The damage caused by the incident increases rapidly |
| The work that cannot be completed is highly time sensitive | |
| The financial impact of the incident is likely to be significant | |
| P3 - medium impact | The damage caused by the incident increases considerably over time |
| The work that cannot be completed is time sensitive | |
| A non-production instance of the service is unavailable | |
| P4 - low impact | The damage caused by the incident only marginally increases over time |
| The work that cannot be completed is not time sensitive | |
| The service impact is minor | |
| P5 - no impact | Service request |
| "How to" request | |
| Feature enhancement |
Escalation
If you have subscribed to a Pro or Enterprise support plan, you have the option to escalate a ticket. An escalation is required in case an immediate action from our support team is expected.
1) Open a ticket
2) Click on the “Escalate” red button
3) Confirm your escalation request
4) Your ticket is escalated and our support team will get back to you shortly
Details of our support plans (Built-In, Starter, Pro, Enterprise) can be found on our support overview page.