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

When submitting a support case, indicate the correct priority based on your situation and 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

Details of our support plans (Built-In, Starter, Pro, Enterprise) can be found on our support overview page.