Here you will find the response time for each Support Plan. Please take a look and find out which is yours.

According to each Priority Severity Level of the situation encountered you will find the response time you will receive.


Response time according to each Priority Severity Level of the situation encounteredP1- Emergency issue (system is not available and productivity has been halted)
Submitted only by Phone
P2- Critical issue (system is available but experiencing issues that have a direct impact on productivity)P3-Normal issue (system is having an occasional issue that has been identified as needing to be resolved, but the issue has not greatly affected productivity)P4-Low issue (questions about documentation, processes, or procedures)
Basic Warrantywithin 4 hours
within 8 hours
NBD
NBD
Pro Support *within 1 hour
within 4 hours
within 8 hours
NBD
Mission Critical **
within 30 minutes
within 2 hours
within 4 hours
within 8 hours
  • NBD - means Next Business Day. Please take a look at this article for more details.

  • P1, P2, P3, P4 - means Priority Severity Level. You can find more information in this regard by clicking here.

  • * ProSupport include SERENITY as an add-on service

  • ** Mission Critical include SERENITY. For more details about it please access https://syneto.eu/support/#serenity or What does Serenity mean?