Mattermost Support Incident Priority Levels and Support Response Times

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 Enterprise Premier
Level 1
(Urgent)
No SLA

4 Business

Hours

2 Hours 1 Hour
Level 2
(High)

8 Business

Hours

4 Hours 2 Hours

Level 3

(Normal)

1 Business Day

8 Business

Hours

4 Business

Hours

Level 4

(Low)

1 Business Days 1 Business Day

8 Business

Hours

 

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