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Time to first response for issues
Critical loss of add-on functionality
Performance resulting in high number of users unable to perform their normal functions.
Reported during business hours (10 a.m. - 6 p.m. PST, Monday - Friday)within 5 hours
Moderate loss of add-on functionality
Performance resulting in multiple users impacted in their normal functions.
within 1 business day
Minor loss of add-on functionality
Issues encountered in a non-production environment.
within 3 business days
Product feature questions
Product modification or enhancement requests
within 5 business days