How long before someone looks at a support case?

[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.]

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!