Severity and SLA
Every ticket has a severity. The severity sets how quickly we respond and how often we update you. The targets below are goals we work to, measured in elapsed clock hours. They are not guarantees.
| Severity | What it means | First response | Workaround or fix target | Update every |
|---|---|---|---|---|
| S1 Critical | Production is down or unusable, data is at risk, or there is a security incident. | 1 h | 4 h | 1 h |
| S2 High | A major function is broken and there is no workaround. | 4 h | 24 h | 8 h |
| S3 Medium | A function is impaired but a workaround exists. | 24 h | 120 h | 72 h |
| S4 Low | General questions, how-to help and feature requests. | 48 h | No target | 120 h |
How tickets are handled
Tickets are worked in priority order: most severe first, then the ones closest to their response target.
While a ticket waits for your reply the clock is paused. It starts again when you reply.
A resolved ticket can be reopened by replying within 14 days. After that, open a new ticket.
For a production outage, open the ticket as S1 and say so in the first line.
Response by support tier
| Severity | Standard first response | Advanced first response | Premium first response |
|---|---|---|---|
| S1 Critical | 1.0 h | 30 min | 15 min |
| S2 High | 4.0 h | 1.5 h | 1.0 h |
| S3 Medium | 24.0 h | 24.0 h | 4.0 h |
| S4 Low | 48.0 h | 48.0 h | 24.0 h |
Your tier is shown on your profile.