Comprehensive data protection for all workloads
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dekkar
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Full Name: Nathan Tong
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How long before someone looks at a support case?

Post by dekkar »

Hi, I opened a case a few days ago (weekend I know) (Case #00601982).

Its now after midday Monday and I haven't heard anything...

How long should it be before I expect a response? I would like to get backups working tonight if at all possible.


Thanks,
Nathan
Vitaliy S.
VP, Product Management
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Full Name: Vitaliy Safarov
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Re: How long before someone looks at a support case?

Post by Vitaliy S. »

Hi Nathan,

Response time depends on your support contract and severity of issue you're experiencing. I see that you have Standard support contract and you've contacted our team on Saturday. However, Standard support is not provided on weekends. Please take a look at our support policy document that lists SLAs depending on support contract type and issue severity level.

As to your ticket, I can see that our engineers are already working on your issue.

Thanks!
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