What are the differences in priorities for my support request?

We prioritize support request responses and attempts at resolution based on this severity list:

  • For an Urgent support request, a non-automated initial response is due within two hours of receipt of the client's report. Cleyvr support must provide an initial workaround or resolution within 24 hours of receipt of the ticket.
  • For a High support request, a non-automated initial response is due within four hours of receipt of client’s report. Cleyvr support must provide an initial workaround or resolution within two business days of receipt of the ticket.
  • For a Medium support request, a non-automated response is due within one business day of receipt of client’s report during Normal Service Hours. Cleyvr support must provide an initial workaround or resolution within two business weeks of receipt of the ticket.
  • For a Low support request, a non-automated response is due within three business days of receipt of client’s report during Normal Service Hours. Cleyvr support must provide an initial workaround or resolution within three months of receipt of the ticket.