Support turnaround?

[seanlee]

Hello, I have a paid support subscription and currently have a ticket open… I was wondering what the response time is on paid support requests? (Ticket DWH-515033)

Thanks

-Sean

[jimp]

I see Chris already responded to your ticket. We try to respond to tickets ASAP, typically that means within a few hours, up to 24 business hours (weekends don't usually count, but we do respond to some tickets over the weekend). Also depends on the nature and immediacy of the problem as well, obviously issues where a system is down entirely will see a response faster than one that is not urgent.

If an issue becomes urgent you can always phone in and if we aren't on the normal support hours someone can still be reached.