Data Center customers operate our products in mission critical environments and want to feel confident that if issues arise they can be addressed quickly. We want to reassure them that we'll monitor the response times to their support requests:
...
Create a support request on https://playsql.atlassian.net/servicedesk.
Don't forget to mention "Data Center" to be in the right queue.
...
We actively monitor the response times on this queue.
Our public target is to provide an answer within:
- 4hrs during working days for issues with the priority "Matter of hours"
- 8hrs (1 working day) for issues with other priorities.
Internally, we plan for better response times.
...
In the support request, click "Escalate".
We will receive an email on our mobile phones, telling us you
are expecting an answer for this request.
Our target on escalation is to provide an answer within 4hrs during working days.
...
For any information on support times and SLA Statement, please see the legal page.