Initial Response Time
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Danielle
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The time it takes for our Support teams to respond to support cases depends on your account's Customer Success Plan (CSP) level, as well as the priority of your query.
We prioritise each query according to the impact your case has on your business, following the below guidelines:
| Priority | Definition |
|---|---|
| Priority 1 | Significant loss of service or performance - Requires immediate attention. |
| Priority 2 | Moderate loss of service - your business can continue in a reduced manner. |
| Priority 3 | Minor issue with service - your business can function. |
| Priority 4 | No impact - a "How to" type query. |
Standard and Premier CSPs will get faster response times, in comparison to Essential plans, with each priority case, following initial response guidelines:
| Priority | Essential CSP | Standard CSP | Premier CSP |
|---|---|---|---|
| Priority 1 | Up to 2 hours | Up to 2 hours | Up to 1 hour |
| Priority 2 | Up to 2 business days | Up to 2 hours | Up to 2 hours |
| Priority 3 | Up to 2 business days | Up to 4 hours | Up to 4 hours |
| Priority 4 | Up to 2 business days | Up to 1 business days | Up to 1 business days |