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 hours | or ≤ 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.