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 completely 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).
Comments
Please sign in to leave a comment.