Bevy Support SLAs

Definitions

Business Hour: means a clock hour during the standard business hours of a Business Day based on the Customer’s “Support Region”.
Business Day: means 8:00 AM. and 5:00 PM. local time zone selected by Customer (ET, PT, GMT) on a Monday through a Friday, excluding local public holidays.
Support Region: the Customer's geographic region following a local holiday calendar.
SLA: means Service Level Agreement and it applies to the initial response to the ticket. When a support ticket is received, Bevy Support will acknowledge the ticket within the time frames outlined in the table shown under Bevy Support SLAs.

Priority	Description
Conference Chat	Chat support during live events for Conference events.
Urgent	Request requires immediate assistance, for example, it's affecting an ongoing, live event, the site is down, and it impacts security.
High	Request is time-sensitive (a blocker) and doesn't have a workaround.
Medium	Request is not time-sensitive or has a workaround.
Low	Feedback, enhancement requests, and general questions that don't block progress.

(All times in business hours)