Support Priority and Response Times

The speed of our support team's response time depends on the priority level you select when you submit your ticket. Your ticket’s priority level can be changed by Digital.ai support to be higher or lower based on how an issue impacts your business.

Note

If you are running any of the Digital.ai SaaS products, please see the Digital.ai Support and Maintenance page for details about availability and service levels.

Response Times

Priority Initial Response Times Target Level of Effort
P1 (Urgent) 1 Hour Continuously, 24 hours per day, 7 days per week
P2 (High) 2 Hours Continuously, but not necessarily 24 hours per day, 7 days per week
P3 (Normal) 8 Hours As appropriate during normal business hours
P4 (Low) 24 Hours Varies

Business Hours

Standard support services via electronic mail or via the support portal are between the hours of 8:00 AM and 7:00 PM, U.S. Eastern time, Monday through Friday, excluding U.S. and Digital.ai holidays, in accordance with Digital.ai’s standard practice.

Incident Priority

Incident priority for a defect is determined using the guidelines below. When logging a ticket via the support portal the priority is classified as defined in brackets below.

Priority Definition
P1 (Urgent) Any defect that causes the Software to be nonfunctional
P2 (High) Any defect that causes a significant or ongoing interruption of use of critical functions with no acceptable workaround available, as determined jointly by the Digital.ai and Customer
P3 (Normal) Any defect that causes limited interruptions of use of a non-critical function as determined jointly by Digital.ai and the Customer
P4 (Low) Any defect that does not significantly impede work or progress, a general question or issue

You can set the priority of a ticket when submitting via the Digital.ai Support Portal which will require you to login with a registered account. However, Digital.ai reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Re-classifications are almost exclusively used in situations where a ticket is submitted as Urgent, but the situation contradicts the Application Down definition - usually a non-production setup issue, or how-to question.

Digital.ai support may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, it will default to P3 (normal).

 

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