> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/support/support-response-times.md).

# Support response times

Support tiers, incident severity levels, and response time commitments for standard and premier-level support.

Userlane provides technical support under two tiers: standard and premier. Each tier carries different response time commitments. This article summarizes those commitments for reference.

{% hint style="info" %}
**Scope.** This article covers response time commitments only. Remedy terms are in the service level agreement (SLA) annexed to the contract. For the full scope of customer value services, see [Scope of customer value services](/support/scope-of-customer-value-services.md). For application uptime, see [Application uptime](/support/application-uptime.md).
{% endhint %}

***

## Support tiers

<table><thead><tr><th width="250.7664794921875">Tier</th><th>Response commitment</th></tr></thead><tbody><tr><td>Standard</td><td>Two business days for all support issues</td></tr><tr><td>Premier</td><td>Severity-based response times (see below)</td></tr></tbody></table>

Both tiers apply to production tenants[^1] only. Response commitments run during business hours as defined in the [SLA](https://userlane.com/sla).

***

## Incident severity levels (premier tier)

The premier tier classifies issues into four severity levels. The response commitment is the maximum time before Userlane responds.

<table><thead><tr><th width="181.9913330078125">Severity level</th><th width="423.8333740234375">What is happening</th><th>Response commitment</th></tr></thead><tbody><tr><td>Level 0: service unavailability</td><td>The service is completely down. No one can use it.</td><td>60 minutes</td></tr><tr><td>Level 1: severe issue</td><td>A defect or configuration problem that seriously disrupts business operations. The service is running but a critical function is broken.</td><td>2 hours</td></tr><tr><td>Level 2: delayed performance</td><td>The application responds slowly or individual actions take longer than expected. Core functions still work.</td><td>8 hours</td></tr><tr><td>Level 3: routine request</td><td>Everything else: questions, minor issues, configuration help.</td><td>2 days</td></tr></tbody></table>

{% hint style="warning" %}
**Severity classification.** Userlane assigns the severity level based on the definitions above. If an issue is reclassified after triage, the response commitment adjusts to match the new level.
{% endhint %}

***

## Binding terms

The SLA annexed to the master subscription agreement (MSA) is the binding document for response times, business hours, and remedy terms. This article is a non-binding summary.

***

## Relevant articles

{% content-ref url="/pages/bLqp5YEJTjn9WiOgG01B" %}
[Application uptime](/support/application-uptime.md)
{% endcontent-ref %}

{% content-ref url="/pages/jbm50unnbh76jQAz9WI1" %}
[Scope of customer value services](/support/scope-of-customer-value-services.md)
{% endcontent-ref %}

{% content-ref url="/pages/x0VOtqZaqLMPxH6L3eGw" %}
[Contact and escalation](/support/contact-and-escalation.md)
{% endcontent-ref %}

***

## FAQ

<details>

<summary>What is the difference between standard and premier support?</summary>

Standard support has a single response commitment: two business days for all issues. Premier support classifies issues by severity and provides faster response times, from 60 minutes for service unavailability to 2 days for routine requests.

</details>

<details>

<summary>Do response times apply outside business hours?</summary>

No. Response commitments run during business hours as defined in the SLA annexed to the contract.

</details>

<details>

<summary>What happens if a response time is missed?</summary>

The SLA annexed to the MSA states the remedy terms. This article does not carry remedy detail.

</details>

<details>

<summary>How do I raise a support request?</summary>

Use **Contact support** in the portal help menu or email support. See [Contact and escalation](/support/contact-and-escalation.md).

</details>

[^1]: A production tenant is the live Userlane environment that your end users work with, as opposed to a test or staging environment.


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