By response time we understand the time it takes us to react to a raised issue. Just like when you call the fire department. Their response time is from when you have called them till they have started the fire engine and are on their way to the fire. We guarantee that we react within the agreed time frame.
Examples of response time:
- Umbraco Professional Support, Umbraco Enterprise Support: we guarantee a response time within 12 hours* for a raised issue.
- Umbraco Cloud and Heartcore, Professional and Enterprise plans: we guarantee a response time within 24 hours* for a raised issue.
- Custom Enterprise Agreement: we provide custom response time, based on your needs, including 24/7 support, for a raised issue of severity 1 and 2 only.
*The 24-hour response times apply to business days, so that weekends, holidays, and announced closing days are not part of the elapsed time period.
Read more about the severity levels here.
Read more about our Resolution Time here.