3. Response Time
The table below shows the response and delivery time of application support and hosting services. The time mentioned only applies to services covered in this Customer Support plan.
Response time indicates the targeted maximum amount of time between reporting and first response.
Delivery time indicates the targeted maximum amount of time between the first response and the implementation of a working solution for the reported question or problem. Sana Commerce can always propose a (temporary) workaround to remedy issues, and the customer cannot refuse this on unreasonable grounds.
| Support services | Essential | Pro | Advanced |
|---|---|---|---|
| Hosting | 24/7 global Response: 4 hrs |
24/7 global Response: 2 hrs |
24/7 global Response: 1 hr |
| Technical Support | Response: 8 hrs | Response: 4 hrs | Response: 2 hrs |
| User Questions | Response: 4 hrs | Response: 2 hrs | Response: 1 hr |
| Showstopper Support | Response: 2 hrs | Response: 2 hrs | Response: 1 hr |
- Showstoppers and hosting disturbances need to be reported via telephone at all times.
- Response time on hosting disturbances are only valid when hosted with Sana Commerce.
