There are five severity levels:
- Critical—Your business is at risk. Critical functions of your application are unavailable.
- Urgent—Your business is significantly impacted. Important functions of your application are unavailable.
- High—Important functions of your application are impaired or degraded.
- Normal—Noncritical functions of your application are behaving abnormally, or you have a time-sensitive development question.
- Low—You have a general development question, or you want to request a feature.
These response times should be considered when you determine which support plan is best for your organization.
Critical | Urgent | High | Normal | Low | |
Basic | N/A | N/A | N/A | N/A | N/A |
Developer Plan (business hours) | N/A | N/A | N/A | 12 hours or less | 24 hours or less |
Business Plan (24/7) | N/A | 1 hour or less | 4 hours or less | 12 hours or less | 24 hours or less |
Enterprise Plan (24/7) | 15 minutes or less | 1 hour or less | 4 hours or less | 12 hours or less | 24 hours or less |