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
Comments
Article is closed for comments.