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 phone numbers are available via the Contact Support link on the home page or you can search for Support Numbers within the Support Portal.
Initial Service Level Target Response Times
|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
|One (1)||Production System Down||Constant Phone Bridge||Constant Phone Bridge||Business Hourly|
|Two (2)||Production/Development - Major Impact||Business Daily||Business Daily||Every two business days|
|Three (3)||Production/Development - Minor Impact||Every two business days||Every two business days||Every three business days|
|Four (4)||Question/How-to/Enhancement||Every four business days||Every four business days||Every five business days|