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.
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.
° 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)