Support availability and response targets
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Support availability and response targets below come from the current Coryntas service catalog. Your agreed service terms should be checked for any deployment-specific arrangements.
Availability and initial response targets#
All deployment packages include 24/7 support. Priority is based on business impact, not the deployment package.
| Priority | Business impact | Target |
|---|---|---|
| Standard requests | Questions, guidance and non-urgent change requests. | Within 1 hour |
| High-priority issues | Work is significantly affected, but can continue or has a workaround. | Within 15 minutes |
| Critical incidents | A production system is unavailable or essential work is blocked, with no workaround. | Within 5 minutes |
Targets run from receipt through your agreed support channel, around the clock, including weekends and public holidays.
An initial response comes from the support team, acknowledges the issue and outlines the next step. Automated acknowledgements do not count.
These are initial response targets, not guaranteed SLAs or deadlines for completing the work. Resolution time depends on the issue.
Enterprise AI Agent System includes a dedicated operations contact for coordination, not a promise that one individual is personally available 24/7.
These are initial response targets, not guaranteed resolution times or a new contractual SLA. An initial response acknowledges and begins assessing the request; resolving a problem may require additional information, investigation, or action from system owners.
Choose the appropriate business impact#
Explain the affected workflow, number of users, observed problem, and available workaround. Select the category and impact that reflect the actual business effect. Update the request if that effect changes.
For urgent disruption, provide the affected company or agent, when it started, the exact visible error, and whether all users are affected. Avoid passwords, secret links, tokens, and unrelated customer data.
Follow the request#
Use the same request for follow-up evidence and replies so the conversation remains connected. Check Support for questions or a waiting-on-customer state and respond with the requested information. Personal notification settings may affect optional alerts; opening the request is the direct way to review its current status.
A resolved or closed state records the request's workflow. If the issue remains or returns, explain the current behavior and use the available reopen or reply action. Attachment retention still follows the specific support-file rules.
Further guidance#
Follow App support and troubleshooting and Upload and resume attachments. See Support attachments and guest access, the Privacy Statement, and the Trust Center.
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