Eucalyptus is committed to making our customers and users successful. Below are the severity levels and initial response times for standard and premium levels of support.
|System down or an issue that severely impacts your use of the Eucalyptus Cloud software in a production environment. There is loss of production usage and/or data and there is no viable workaround. (Business is severely impacted.)||2 business hours||1 hour|
|An issue that limits your use of the Eucalyptus software in a production environment with the software functioning at a reduced level. The production environment is severely impaired with a temporary workaround available. (Business is impacted.)||4 business hours||2 hours|
|A non-critical issue in a production or development environment where business continues to function or development work can continue. The issue is not causing a significant business impact in production or development. There is a workaround. (Business impact is moderate to low.)||1 business day||8 business hours|
|General usage question, documentation issues or product enhancement requests in a production or development environment. (Business is not impacted.)||2 business days||1 business day|
(1) Initial Response Times