The speed of our support team's response time depends on the priority level you select when you submit your ticket. Your ticket priority level can be changed by CodeSecure support to be higher or lower based on how an issue impacts your business.
Note: In cases where support is purchased through a CodeSecure-authorized reseller, the reseller will provide technical support to the customer as defined in their own separate agreement.
Note: If you have purchased Premium Support then the response times will differ from Standard Support.
Response Times
|
Impact |
Standard Response Times |
Premium Response Times |
Follow-up |
|
P1 (Urgent) |
1 day |
2 hours |
Ongoing assistance until resolution |
|
P2 (High) |
1 day |
2 hours |
Ongoing assistance until resolution |
|
P3 (Normal) |
2 days |
1 day |
If, in CodeSecure’s sole determination, a workaround or other developer solution is appropriate and feasible utilizing reasonable efforts |
|
P4 (Low) |
3 days |
2 days |
No follow-up defined |
Business Hours
Standard support services via electronic mail or via the support portal are between the hours of 9:00 AM and 6:00 PM, U.S. Eastern time, Monday through Friday excluding US public holidays.
Issue Priority
Incident priority for a defect is determined using the guidelines below. When logging a ticket via the support portal the priority is classified as defined in brackets below.
| Priority | Definition |
|
P1 (Urgent) |
Any issue that causes the Software to be nonfunctional |
|
P2 (High) |
Any issue that causes a significant or ongoing interruption of use of critical functions with no acceptable work-around available, as determined jointly by the CodeSecure and Customer |
|
P3 (Normal) |
Any issue that causes limited interruptions of use of a non-critical function as determined jointly by the CodeSecure and Customer |
|
P4 (Low) |
Any issue that does not significantly impede work or progress, a general question or issue |
You can set the priority of a ticket when submitting via the support portal which will require you to login with a registered account. However, CodeSecure reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Re-classifications are almost exclusively used in situations where a ticket is submitted as Urgent, usually a non-production setup issue, or how-to question.
CodeSecure support may also increase the priority level if the situation is deemed to be more urgent than originally reported. If you do not choose a priority level when you create a ticket, it will default to standard (normal).