Hours of operation:
The helpdesk staff provides support during regular business hours, Monday through Friday, from 7am to 4pm PST.
First Response to Resolution time:
Incoming issues can be handled in a multitude of ways from: acknowledgement of receipt, follow-up for more information, and resolution which can be training and/or a development task to be delivered based on the priority of the issue.
Hours of response:
- During Business hours: 1 hour for initial response, 24 hours for resolution
- Off Business hours/weekend: 1 hour for initial response, 48 hours for resolution
For Cross Region partners:
- During Business hours: 2-4 hours for initial response, 24 hours for resolution
- Off Business hours/weekend: 2-4 hours for initial response, 48 hours for resolution