As part of our continuing efforts to deliver world class support, it is my pleasure to announce that effective 5/16/2011 we will be enhancing our service level agreements for response times to incidents. Moving forward we will maintain the following SLA's for response:
Priority 1: 15 min (Previously was 30 min)
Priority 2: 30 min (Previously was 2 hours)
Priority 3: 1 hour (Previously was 8 hours)
Priority 4: 4 hours (Previously was 3 days)
As always we appreciate your feedback.
Jared Laethem
Manager, Technical Support U.S.
