Lightico support priorities and response time objectives
  • 27 Jan 2022
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Lightico support priorities and response time objectives

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When creating a support case, it is important to assign the correct priority. The case priority determines the initial response time and target resolution time for the case.



Target handle timeTarget resolution time
Priority

EnterprisePremiumEnterprise Premium
Availability
1Critical1 hour
1 hour2 hours2 hours
24x7
2Degraded2 hours2 hours4 hours4 hours24x7
3High1 day4 hours
3 weeks1 business dayMon-Fri 8:00-17:00 business hours*
4Medium2 days1 day6 weeks10 business daysMon-Fri 8:00-17:00 business hours*

* Lightico Customer Support is available 24x7 via email, chat or phone. Technical Support team works standard business hours (8:00 AM to 5:00 PM, Monday through Friday) in North America and EMEA regions. 

North America business hours: 8:00-17:00 EST

EMEA business hours: 8:00-17:00 BST


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