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Support ticket severity levels - contracts before May 1, 2017

This document applies to customers with a valid and active Subscription of the OutSystems platform, in force before May 1, 2017.
For more recent Subscriptions, check this document.

Looking for Personal Environment support? Check this document.



Initial Response Times


Severity Level Description Standard Enterprise support Extended Enterprise support (24x7)


Only available for production environments.

Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists.
Does not include development issues or problems in staging environments.

First response within 3 business hours

First response within 3 hours


Available for all environments.

Represents a partial loss of service with severe impact to the business and no workaround exists.

First response within 6 business hours

First response within 6 hours


Minor loss of service. The result is an inconvenience, which may require a temporary workaround.

Confirmation of ticket opening
within 2 business days

Confirmation of ticket opening
within 2 business days


No loss of service. The result does not prevent operation of the software.

Confirmation of ticket opening
within 5 business days

Confirmation of ticket opening
within 5 business days


What does a "first response" mean?

First response means that OutSystems Support has analyzed the problem you reported, has performed initial troubleshooting and will contact you with an indication of a remediation action for your problem, a request for additional information to better understand your problem or another relevant technical update to the case.


What does "confirmation of ticket opening" mean?

Confirmation of ticket opening means that OutSystems Support has received the ticket, has all the needed information to pursue its analysis and troubleshooting. Your ticket may not have been analyzed by a technician yet.
If you open your case through Support Portal, you get immediate confirmation of ticket opening - and a support case number (e.g. #123456). If you open it through a different channel (email or phone) you can expect a confirmation of ticket opening within the indicated time period.


How does time count for Normal or Low tickets if your subscription includes Extended Support?

When you submit a Normal or Low ticket outside business hours, the response time starts to count at the start of the next business day.


How does time count if your subscription does not include Extended Support?

Response times count within the business hours of your region. For example:

  • if you submit an Urgent case (3 business hours for first response)
  • at the end of the business day (e.g. 18h30) for UK (with business hours being 8AM - 7PM)
  • then the 3 business hours time period would finish at 10h30AM of the following business day.


Response Times - Subsequent responses 

After the first response ,our customers can expect:

  • continuous work 24x7 and status updates according to the first response time
        (Urgent and High tickets, customers with 24x7 option);
  • continuous work during customer's business hours and status updates
        (Urgent and High tickets, customers without 24x7 option);
  • status update every month
        (Normal and Low tickets).
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