Support Response SLAs
Your production environment is completely inoperable or inaccessible to all users and requires immediate attention and intervention.
First response time: 1 Business Hour
Your production environment is experiencing a severe issue that impacts a majority of users or an issue that is a critical blocker for development efforts.
First response time: 2 Business Hours
Your production environment is experiencing a moderate issue that impacts a minority of users or a development issue that requires a timely response.
First response time: 1 Business Day
For informational and “how-to” questions or issues that have minimal impact to your production or development environments.
First response time: 3 Business Days
Support hours are 9am – 9pm ET, Monday through Friday excluding Federal holidays.