Callback Response Times

We will attempt to connect you directly to a Technical Support Analyst. If an Analyst is not immediately available, you have two options:

  • Continue to hold until a Technical Support Analyst becomes available
  • Press 0 to return to an operator, who will open an incident report and have a Technical Support Analyst return your call within the following targeted time frames.

Technical Support Analyst return your call within the following targeted time frames:

Severity 1:
15 minutes
Severity 2: 30 minutes
Severity 3: 1 hour
Severity 4: As permitted based on level 1, 2, and 3 requirements.

In order to ensure that your issue is escalated appropriately, please let the operator know what severity level your issue falls into, based on the severity descriptions, found here.

Problem Report Status Response Times

After initial contact, if we have been unable to resolve your problem and we have received all requested documentation, we will call you back with the status of the issue. The following list represents targeted response times for providing you with an initial status of your incident:

Severity 1:
3 hours
Severity 2: 8 hours
Severity 3: 24 hours
Severity 4: As permitted based on level 1, 2, and 3 requirements.

For issues that are considered product enhancements, the status response time is not applicable. Depending on the product, enhancement requests may be bundled and sent in a survey to all users of the product. The results are tabulated and communicated to all users who return the survey.