---
title: "Lightico support priorities and response time objectives"
slug: "support-priorities-and-response-times"
updated: 2022-01-27T13:14:37Z
published: 2022-01-27T13:14:38Z
canonical: "knowledge.lightico.com/support-priorities-and-response-times"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.lightico.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Lightico support priorities and response time objectives

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

## Related

- [Support case priority definitions explained](/support-case-priorities-explained.md)
- [Contacting Support](/contacting-support.md)
- [Lightico service status updates](/lightico-service-status-updates.md)