COMPUTELAB / SUPPORT
Support hours and response times
Support hours are Monday to Friday, 09:00 to 17:00 America/Chicago. Support is closed now, the clock starts at the next opening.
First response targets
| Severity | What it means | First response within |
|---|---|---|
| Severity 1 | Production is down or results are wrong, with no workaround. | 4 support hours |
| Severity 2 | A delivered kernel is slower or failing for part of the workload, a workaround exists. | 8 support hours |
| Severity 3 | A question, a request for a change, or a problem with low impact. | 16 support hours |
Time counts only during support hours. The clock starts when the request is saved, or at the next opening if it arrives outside hours. The automatic receipt is not a response, the request stays open until an engineer replies.
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