Skip to content
More support Sign in
Contact us
  • There are no suggestions because the search field is empty.

Ticket Priority and Service Level Response Time for the GPU service

This article provides an overview of how we classify issues and what is the expected response time for each level

 
Priority Definition Response time Resolution target
High

The error results in complete interruption of a production system that impacts most or all users and no viable workaround exists.

The Error has a severe impact on performance.

Most or all of the critical production services/components are not functioning, a single connection is down, or a subset of users cannot access the services in a production system, or a critical business impact and deployment is delayed with a hard deadline approaching in a non-production environment.

The Error cannot be easily circumvented, no workaround exists.

 Company shall acknowledge receipt within 30 minutes. Company shall resolve the Support request as soon as possible and no later than 5 business days after Company's receipt of the support request.
Normal The Error has a low impact on a small number of users in a production environment. Key functionality is usable; the Error can be circumvented. Company shall acknowledge receipt by the next business day. Company shall resolve the Support request or provide a viable workaround as soon as possible and no later than 10 business days after Company's receipt of the support request.