Bronze | Silver | Gold | ||
---|---|---|---|---|
Hours of availability | N/A | 9-5, Monday - Friday Us Local Time European Central Time Australia Eastern Time | 24 X 7 (Sev-1 Urgent) | |
Severity 1 Urgent | First Response Resolution | N/A N/A | 8 business hours 24 business hours | 60 minutes 24 elapsed hours |
Severity 2 High | First Response Resolution | N/A N/A | 16 business hours 5 business days | 4 business hours 3 business days |
Severity 3 Normal | First Response Resolution | N/A N/A | 24 business hours 7 business days | 8 business hours 7 business days |
Severity 4 Low | First Response Resolution | 24 business hours Best effort | 24 business hours Best effort | 24 business hours Best effort |
Technical contacts allowed | 2 | 3 | 4 |