What are your reaction times for a reported issue?

Depending on the contract and licensed service level, the times for the reaction time are at 30 min to 48h, depending on the following criteria: 

• Critical Incident: 30 minutes (Enterprise) / 1 hour (Essential) 
• Major disruption: 2 hours (Enterprise) / 4 hours (Essential) 
• Other failure: 24 hours (Enterprise) / 48 hours (Essential) 

If the response time for the "Essential" service level ends outside of the service hours, the response will be sent at the beginning of the next working day at the latest.