Here you will find the response time for each Support Plan. Please take a look to 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 encountered||P1- 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 Warranty||within 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 about this here.
* ProSupport includes SerenITy as an add-on service