Support Team Availability:
Monday – Friday 8am EST to 8pm EST
Weekend and holiday support is provided for high severity issues.
Our goals for response time are based on the severity of the issue.
- High Severity (2 business hours): An issue that prohibits the use of the software and its resolution is needed to avoid a significant financial burden to the business.
- Medium Severity (1 business day): An issue that involves partial, non-critical loss of functionality of the software or impairs some operations, but allows the customer to continue using the software.
- Low Severity (2 business days): This would address general usage questions and recommendations for product customization or modifications.