Support Service Level Agreements

Target response times#

(During normal business hours by region)

  • Priority 1: 30 minutes
  • Priority 2: 1 hour
  • Priority 3: 4 hours
  • Priority 4: 1 business day

Find out more about priority definitions

Hours of availability*

  • 24x7 support, 365 days per year

Case priority definitions



Targeted Response Time

Level 1 - Critical

Problem results in extremely serious interruptions to a production system

Tasks that should be executed immediately cannot be executed due to complete crash of a production system or interruptions in main functions of a production system

Problem results in compromised data integrity which could result in financial losses

Problem has affected or could affect entire user community

30 minutes

(Service Request must be initiated telephonically)

Level 2 - Urgent

Problem results in serious interruptions to normal operations and could negatively impact an enterprise-wide installation or urgent deadlines in a production system

Data processing continues but in a restricted manner and data integrity may be at risk which may cause serious interruptions to critical processes

Problem hinders the deployment of an enterprise installation of a pre-production system

1 hour

Level 3 - Important

Problem causes interruptions in normal operations or minor degradation in performance

Problem is attributed to malfunctioning or incorrect behavior of the Product

4 hours

Level 4 - Minor

Problem results in minimal or no interruptions to normal operations but no business impact

Problem typically consists of installation and configuration inquiries

1 business day


Mission-critical support is provided by telephone 24 hours a day, 7 days a week, 365 days a year for Priority 1 issues. Non-critical issues are responded to during standard regional business hours.


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