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 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 hourswithin 8 hoursNBDNBD
Pro Support *within 1 hourwithin 4 hourswithin 8 hoursNBD
Mission Critical **within 30 minuteswithin 2 hourswithin 4 hourswithin 8 hours