Case severity and initial response times

How quickly your support cases are addressed depends on the assigned severity. You assign the severity of the issue when you open the case. With your agreement, the support team adjusts the assigned severity if an incorrect severity level is selected. For more information about Support plans and pricing, see Economy, Business, and First Support plans.
The following table lists some common examples of support issues, suggested severity levels, and the initial response time objectives. The initial response time objectives are used to describe our goals only and don't represent a performance guarantee.
Severity Level Definition
Severity
Priority
Details
1
Critical
Represents a business-critical incident or scenarios like a complete loss of service or a significant feature that is completely unavailable, and no workaround exists.
2
Normal
Represents a non-business-critical incident and intermittent issues and reduced quality of service. A workaround may be available.
3
Low
Represents general service-related questions, feature requests, and other requests for information.
Initial Response Time Objectives
Initial response time means the maximum time for a technical support team member to get back to the customer. Initial response time objectives do not apply to any billing, invoice, or sales-related inquiry or cases.
Economy Support Plan
Priority
Business Hours°
Non-Business Hours°¹
Standard
(Best effort)
Usually response time
within 12 hours
Usually response time
within 48 hours
Business Support Plan
Priority
Business Hours°
Non-Business Hours°¹
Critical
Within 2 hours
Within 4 hours
Normal
Within 4 hours
Within 12 hours
Low
Within 12 hours
Within 24 hours
First Support Plan
Priority
Business Hours°
Non-Business Hours°¹
Critical
Within 30 minutes
Within 1 hour
Normal
Within 2 hours
Within 6 hours
Low
Within 6 hours
Within 12 hours
​
° Business Hours
Monday till Friday, 08:00 - 18:00 CET/CEST (excl. Saturday, Sunday, and common holidays)

°¹ Non-Business Hours
Monday till Friday, 18:00 - 08:00 CET/CEST (incl. Saturday, Sunday, and common holidays)
​

Severity	Priority	Details
1	Critical	Represents a business-critical incident or scenarios like a complete loss of service or a significant feature that is completely unavailable, and no workaround exists.
2	Normal	Represents a non-business-critical incident and intermittent issues and reduced quality of service. A workaround may be available.
3	Low	Represents general service-related questions, feature requests, and other requests for information.

Priority	Business Hours°	Non-Business Hours°¹
Standard (Best effort)	Usually response time within 12 hours	Usually response time within 48 hours

Priority	Business Hours°	Non-Business Hours°¹
Critical	Within 2 hours	Within 4 hours
Normal	Within 4 hours	Within 12 hours
Low	Within 12 hours	Within 24 hours

Priority	Business Hours°	Non-Business Hours°¹
Critical	Within 30 minutes	Within 1 hour
Normal	Within 2 hours	Within 6 hours
Low	Within 6 hours	Within 12 hours

Last modified 7mo ago