You can view your support cases at any time via the Support Portal. Below are the
target response times for a support case based on the customer's subscription type and
support case severity level.
Under Developer Support, the initial response target for all cases is one business day regardless of severity. At this time, there is no target offered for case resolution.
All support center telephone numbers are available via the "Contact Us" button on the Support Portal Home Page or you can search for "Support Numbers" within the Support Portal.
Initial Service Level Target Response Times
| Severity | Short Title | Premier/Partner | Enterprise | Starter/Business |
|---|---|---|---|---|
| One (1) | Production System Down | 1 hour | 2 hours | 4 Business hours |
| Two (2) | Production/Development - Major Impact | 2 hours | 4 Business hours | 1 Business day |
| Three (3) | Production/Development - Minor Impact | 6 hours | 1 Business day | 2 Business days |
| Four (4) | Question/How-to/Enhancement | 1 Business day | 2 Business days | 3 Business days |
Subsequent Service Level Target Response Times
| Severity | Short Title | Premier/Partner | Enterprise | Starter/Business |
|---|---|---|---|---|
| One (1) | Production System Down | Constant Phone Bridge | Constant Phone Bridge | Hourly |
| Two (2) | Production/Development - Major Impact | Daily | Daily | Every two days |
| Three (3) | Production/Development - Minor Impact | Every two days | Every two days | Every three days |
| Four (4) | Question/How-to/Enhancement | Every four days | Every four days | Every five days |