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Technical Support Center - Response Targets

Technical Support Center response targets are set to provide a framework for service expectations. Overall, our goal to provide the same, consistent level of support with a balance reached between the severity of the issue and the time spent waiting for a response.

We offer response targets based on the level of support available to you, with the primary difference being that Professional, Enterprise, Premium & Hosted Support members have access to 24/7 support, whereas Essentials and Standard Support members do not.

The severity of the problem, the service levels of the support program you have all determine the speed and method of our response. The response time is the time taken between you creating your support ticket and our team starting to work on the ticket.

A response may take the form of:

  • Alerting you that the support team has received your ticket.
  • A request from the support team for further information.

Severity Level Definitions:

  • Critical: Error or service disruption is affecting time-critical applications with production work at a standstill. The system is substantially unusable and no known workaround is currently available.
  • High: System is significantly impaired by an error or service disruption such that key business processes cannot be conducted and no known workaround is currently available.
  • Normal: General User questions, or system or services does not function in conformance with its published specifications; however, key business processes are not interrupted and there is little or no impact on the ability to use the system or service for production purposes. 
  • Low: Updates to non-production environment, or Product System or service does not function in conformance with its published specifications, but there is no impact to the ability to use the system or service for product purposes.

Response Time Targets:

The following outlines the target time commitments for providing the initial response and for providing status updates on the support ticket.

Enterprise, Professional, Premium & Hosted Support:

Severity Level  Level of Effort Initial Response Status Updates
Critical Continuous best efforts, 24/7* 1 hour  Every 4 hours.
High Continuous best efforts within the normal workday. 2 hours Within 1 normal workday.
 Normal Commercially reasonable efforts, during normal business hours.  4 hours Within 10 business days of acknowledgment of availability of temporary workaround or notification of the fix being available in a future release.
 Low Commercially reasonable efforts, during normal business hours.  1 business day  Further notification of the fix will be included in future release notes or updates upon release.

* Note: For Emergency After-hours Support, Customers must contact our Emergency After-hours Support line. Tickets submitted via our Support email or Support Portal will be reviewed during regular business hours.

Essential & Standard Support:

Severity Level  Level of Effort Initial Response Status Updates
Critical Continuous best efforts within the normal workday. 1 hour  Every 4 hours.
High Continuous best efforts within the normal workday. 2 hours Within 1 normal workday.
Medium Commercially reasonable efforts, during normal business hours.  4 hours Within 10 business days of acknowledgment of availability of temporary workaround or notification of the fix being available in a future release.
Low Commercially reasonable efforts, during normal business hours.  1 business day  Further notification of the fix will be included in future release notes or updates upon release.

 

Severity Level Limitations: 

For clarity, the following severity levels will apply to these specific issues:

  • The maximum severity for an email related issue is High.
  • The maximum severity for a workflow related issue is High.
  • The maximum severity for any issue on a non-production instance is Normal.
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