Service Levels

 Incident Manager determines the severity of an incident based on the business impact. 

Severity

Response time

Critical

30 minutes

High

2 hours

Normal

8 hours

Low

16 hours

Request

32 hours

Please note that the above mentioned reaction and resolution times are within normal business hours. 

The following is not included in Dynamicweb Care Support: 

  • Implementation and debugging of custom code extensions or templates
  • Integration outside of a standard setup