Service levels and response times

When something needs attention, you should know how quickly we'll respond — and that the urgent things jump the queue. This page explains how we classify issues and how response commitments work.

Specific response times are set in your service agreement. The tiers below are typical defaults; your contract may define different targets for your systems.

Severity levels

We triage issues by impact, not by who shouts loudest:

• Critical — a core system is down or a security incident is in progress. Business operations are stopped or data is at risk.
• High — major functionality is degraded or unreliable, with a real operational impact, but a workaround may exist.
• Normal — a non-blocking problem, a question, or a small defect.
• Low / planned — improvements, requests, and scheduled changes.

Typical response targets

"Response" means a human has acknowledged the issue and started working it — not that it's fully resolved (resolution time depends on the problem).

Severity	Typical first response
Critical	Within ~1 hour, extended/after-hours where agreed
High	Within a few business hours
Normal	Within 1 business day
Low / planned	Scheduled into upcoming work

Critical and high alerts from monitoring are triaged on a defined commitment, not a best-effort queue. Coverage windows (business hours vs. extended/24×7) are part of your agreement — see Support and AMC.

How to report an issue

Use the channel set up for your engagement so it's tracked and routed correctly. When you report, the most useful details are:

• What's affected and who/how many it impacts.
• When it started and whether anything changed recently.
• What you've already tried.

That context lets us classify severity accurately and start on the real problem faster.

Escalation

If a critical issue isn't moving, it escalates — within our team and to you with status and options. You won't be left wondering whether anyone is on it.