Initial response (Time to acknowledge the receipt of a support ticket and assign it to a support agent.)
SeverityEssentialPremierPremier+24/7
(Urgent tickets only) Urgent4 hrs2 hrs1 hr15 min High24 hrs24 hrs4 hrsN/A Medium48 hrs48 hrs24 hrsN/A Low48 hrs48 hrs24 hrsN/A
Fixed time issues (Time to resolve an issue—bug / security fix—that is logged with engineering.)
SeverityEssentialPremierPremier+ Urgent60 days60 days60 days High90 days90 days90 days Medium90 days90 days90 days LowN/AN/AN/A
Except for 24x7 plans, the listed SLA times are calculated within operating hours. For 24x7 plans, the customer can have 2 more contacts to create any emergency support tickets.