Is the SLA response times for all responses or just the initial response?

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Response times for ongoing responses are per table below (same info posted here on the main website):

PLATINUM

Severity Level Initial Response Ongoing Response‡ Business Day/Hour Definition
Severity 1 1 hour 2 hours Every day, 24x7
Severity 2 2 hours 4 business hours Mon - Fri, 0900 – 1700 US Pacific or select from 3 other options†
Severity 3 1 business day 1 business day Mon - Fri, 0900 – 1700 US Pacific or select from 3 other options†
Severity 4 2 business days 2 business days Mon - Fri, 0900 – 1700 US Pacific or select from 3 other options† 

 

STANDARD

Severity Level Initial Response Ongoing Response‡ Business Day/Hour Definition
Severity 1 NA NA Every day, 24x7
Severity 2 24 hours 48 hours Mon - Fri, 0900 – 1700 US Pacific or select from 3 other options†
Severity 3 2 business days 4 business days Mon - Fri, 0900 – 1700 US Pacific or select from 3 other options†
Severity 4 Best effort Best effort Mon - Fri, 0900 – 1700 US Pacific or select from 3 other options† 

‡ or as agreed

Business hour selection:

† San Francisco (US Pacific) 
† Amsterdam (CET)
† Sydney (AET)

† Shenzhen (CST) for China customers only

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