When submitting tickets to the Mattermost Support Team, we request that you select the appropriate case priority level.
To help you set the appropriate priority, we provide the following guidelines.
| Incident Level | General Description | Example |
| Urgent/Level 1 | Critical - Issue on a production system preventing business operations. A large number of users are prevented from working, and no procedural workaround is available. | System hangs or crashes, critical functionality not available, data loss or data corruption, a large number of end-users blocked from work. Impact escalating quickly. |
| High/Level 2 | Major - Issue on a production environment severely impacting business operations. | Significant performance degradation, important functionality not available, a small number of users blocked from work, the impact is escalating. |
| Normal/Level 3 | Moderate - Issue causing a partial or non-critical loss of functionality in a production environment. A small number of users are affected. | Some system functions not available, minor performance degradation, a small number of users impacted, the impact is not escalating. |
| Low/Level 4 | Minor - Issue on non-production system or question, comment, feature request, documentation issue or other non-impacting issues. |
Incorrect product behaviour without impact, or product question or enhancement. |
All SLAs listed below are for initial response time.
| Starter | Professional | Professional Plus | Enterprise | Premier | |
| Level 1 (Urgent) | No SLA |
4 Business Hours |
4 Hours - 24x7 |
2 Hours |
1 Hours |
| Level 2 (High) | No SLA |
8 Business Hours |
4 Hours - 24x7 |
4 Hours |
2 Hours |
| Level 3 (Normal) | No SLA |
1 Business Day |
8 Business Hours |
8 Business Hours |
4 Business Hours |
|
Level 4 (Low) |
No SLA |
2 Business Days |
1 Business Day |
1 Business Day |
8 Business Hours |
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