Lightico support priorities and response time objectives
- 27 Jan 2022
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Lightico support priorities and response time objectives
- Updated on 27 Jan 2022
- 1 Minute to read
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- DarkLight
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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 time | Target resolution time | |||||
| Priority | Enterprise | Premium | Enterprise | Premium | Availability | |
| 1 | Critical | 1 hour | 1 hour | 2 hours | 2 hours | 24x7 |
| 2 | Degraded | 2 hours | 2 hours | 4 hours | 4 hours | 24x7 |
| 3 | High | 1 day | 4 hours | 3 weeks | 1 business day | Mon-Fri 8:00-17:00 business hours* |
| 4 | Medium | 2 days | 1 day | 6 weeks | 10 business days | Mon-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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