Our Customer Support Timing & Schedule - APPSeCONNECT
Channel customer success plan level Details
Basic Standard Premier
Online Online: Customers can access APPSeCONNECT Support Portal by clicking on the help link in the product and reach for the product documentation, ask questions, and submit or view tickets 24x7 through APPSeCONNECT Support Portal.
Chat Chat: Customers can submit support requests and interact online with a customer happiness representative during support hours via chat through APPSeCONNECT Support Portal.
Telephone Telephone: Eligible Customers may submit support requests by telephone at +91-33-419-03500 during support hours.

Support Timings:

Support Hours
Start (GMT) End (GMT) After hours, Urgent Support
Basic Mon 4:30 am Fri 1:30 pm None
Standard Mon 2:30 am Fri 6:30 pm None
Premier Mon 2:30 am Fri 6:30 pm Fri 6:30 PM to Sun 6:30 PM

Response Time:

SLA
Basic Standard Premier
Priority First Response Follow Up First Response Follow Up First Response Follow Up
Urgent 4h 1d 2h 1d 1h 12h
High 1d 1d 8h 1d 4h 12h
Medium 3d 2d 2d 2d 1d 2d
Low 5d 2d 2d 2d 1d 2d
Basic
Priority First Response Follow Up
Urgent 4h 1d
High 1d 1d
Medium 3d 2d
Low 5d 2d
Standard
Priority First Response Follow Up
Urgent 2h 1d
High 8h 1d
Medium 2d 2d
Low 2d 2d
Premier
Priority First Response Follow Up
Urgent 1h 12h
High 4h 12h
Medium 1d 2d
Low 1d 2d

Support Priority:

Urgent

  • The system is down.
  • A critical business process is blocked with no reasonable workaround.

 High

  • The system is severely broken down but still operational.
  • A critical business process has a bug or is performing poorly but there is a workaround.
  • A non-critical business process is blocked, and there is no workaround.

 Normal

  • The system is not performing at its best but is still operational.
  • A non-critical business process is blocked, and there is no workaround.

 Low

  • A cosmetic or enhancement change is needed.
  • All non-production related issues and development, test, beta, sandbox, etc.