Support

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.

Open a ticket

Click on the “Escalate” red button

Confirm your escalation request

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.