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Our Customer support response times

Standard support tickets logged after business hours over a weekend are addressed on the following business day.

Severity 1

Critical production issue

Production issue affecting general business operations.

Standard
Initial response time

4 hours

Premium
Initial response time

2 hours

Severity 2

Non-critical production issue

Production issue that is not affecting general business operations.

Standard
Initial response time

12 hours

Premium
Initial response time

8 hours

Severity 3

Non-production issue

General questions, non-production issues and/or support requests.

Standard
Initial response time

24 hours

Premium
Initial response time

12 hours

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