By response time we understand the time it takes us to react on 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:
- For our Basic and Gold Support Plans (not Enterprise) and Gold Partners: Umbraco guarantees a response time within 24 hours for a raised issue. The 24-hour response time applies to business days, so that weekends, holidays and announced closing days are not part of the 24-hour elapsed time.
- For Enterprise customers: We guarantee a response within 2 hours, 24/7, for a raised issue of severity 1, 2 & 3 only.
Read more about the severity levels here.
Read more about our Resolution Time here.