We will try to get you an answer as soon as
possible.
| Priority |
Guideline |
Action |
Response Time |
| Low |
General question or request
that doesn't affect Web or email usability |
Email alert 24/7 to support
team |
Same business day M-F
9AM-5PM. Next business day if outside the hours above. |
| Medium |
Web site or email is usable
but a non-critical functionality is impaired |
Email alert 24/7 to support
team |
Within one hour M-F 9AM-5PM.
Next business day if outside the hours above. |
| High |
Web site or email is usable
but a critical functionality is impaired |
Pager alert 24/7 to support
team |
Within one hour 24/7 |
| Urgent |
Web site or email is completely
unusable |
Pager alert 24/7 to support
team |
ASAP 24/7 |
| *Please
note that we will try to respond to all requests as soon
as possible. |