Hours of Availability - Weekend coverage applies only to Advance Support Plan. Weekend coverage is limited to L1 issues only for eligible support offerings. Weekends start from 4PM Amman, Jordan (UTC+2 & UTC+3 DST) until Sunday 9AM, spanning a total of 48 hours.
|Initial Response Time||3 Business Day||1 Business Day||4 Hr|
|Phone Support||Not Include||Include||Include|
7/5 Support - Hours of coverage include 9am - 4pm for the mentioned timezones.
Initial Response Times – Full descriptions of severity levels are as follows:
- Level 1: Production application down or major malfunction affecting business and high number of staff
- Level 2: Serious degradation of application performance or functionality
- Level 3: Application issue that has a moderate impact to the business
- Level 4: Issue or question with limited business impact
How it works