Response times depend on your service level and issue priority:
Standard Support (VPS, Web Hosting, Game Servers):
- Critical: 2 hour response
- High: 4 hour response
- Normal: 12 hour response
- Low: 24 hour response
Priority Support (Managed Services):
- See the "Managed Services" section above for detailed SLAs
Priority Guidelines:
- Critical: Total service outage, data loss, security breach
- High: Major functionality down, significant performance issues
- Normal: Minor bugs, feature requests, general questions
- Low: Cosmetic issues, documentation requests
Most tickets receive initial response much faster than target SLAs, often within 1-2 hours.