Support
Priority Support
Priority Support is included with Ultra and Enterprise plans. In addition to Standard Support, it includes:
- Enhanced onboarding support
- A support response service-level agreement (SLA)
Support SLA
- We calculate first response time (how quickly we will respond to a technical issue being raised via a support ticket) using the core support hours: 5am - 1am UTC, Monday to Friday.
- We do not provide a standard SLA for resolution time.
Target response times
| Severity | First response time SLA | Coverage | How to submit |
|---|---|---|---|
| Critical (SEV 1) | 2 hours | Core support hours | Support portal or in-app chat |
| High (SEV 2) | 4 hours | Core support hours | Support portal or in-app chat |
| Medium (SEV 3) | 6 hours | Core support hours | Support portal or in-app chat |
| Low (SEV 4) | 1 day | Core support hours | Support portal or in-app chat |
| Lowest (SEV 5) | 1 day | Core support hours | Support portal or in-app chat |
For more information about Priority Support, please contact us.
