Support Guidelines for PENGUIN Customers

 

Service Levels

PENGUIN is committed to the success of its customers and understands the importance of responsiveness and fast resolution times in case of a technical error.

Severity

Response Time

(During regular business hours)

Response Time

(Outside regular business hours)

 

URGENT

≤ 4 hours

≤ 24 hours or ≤ 4 hours once we reopen for business

HIGH

≤ 8 hours

≤ 48 hoursor ≤ 8 hours once we reopen for business

NORMAL

≤ 12 hours

 N/A 

LOW

≤ 24 hours

 N/A 

NOTE: PENGUIN Support can change the severity of the incident, if it was not set reasonably.