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Support ticket severity levels


Support ticket severity levels

This document applies to customers with a valid and active Subscription of the OutSystems platform.
Looking for Personal Environment support? Check this document.

When creating a support ticket, be sure to correctly identify its severity level. This ensures your problem gets solved quickly and without impact for your business.





Response Times - First Response

Severity Level Description Standard 8x5 Premium 8x5 Premium + 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.

 4 business hours

 2 business hours

 2 hours


Available for all environments.

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

 8 business hours

 4 business hours

 4 hours


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

2 business days

2 business days

2 business days


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

5 business days

5 business days

5 business days

For customers with a valid Subscription in force before May 1, 2017 the response times are described in this document.

Business hours for OutSystems customers depend on their location, as explained in OutSystems business hours.


What does a "first response" mean?

First response means that OutSystems Support has analyzed the problem you reported, has performed initial analysis of your problem 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.

How does time count for Normal or Low tickets if your subscription includes the 24x7 option?

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 the 24x7 option?

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

  • You submit an Urgent case at the end of the business day (e.g. 18h30)
  • Your support level is Premium Support (2 business hours for first response)
  • Your location is UK (with business hours being 8AM - 7PM)

In the example above, the 2 business hours time period would finish at 9h30AM of the following business day (30 minutes until 19h; restarts counting at 8AM and 1h30 adds up to 9h30AM).


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 2 weeks
        (Normal tickets);
  • status update every 4 weeks
        (Low tickets).



Note: This document applies to customers with a valid and active Subscription of the OutSystems platform. OutSystems reserves the right at any time to modify this document and to add new or additional terms or conditions on the use of the OutSystems platform.