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.
Ticket Priority Definitions
| 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. |
Bevy Support SLAs
(All times in business hours)
| Customer Tier Ticket Type | Gold | Platinum |
| Conference Chat | 45 minutes | 30 minutes |
| Urgent | 8 hours | 2 hours |
| High | 12 hours | 4 hours |
| Medium | 24 hours | 12 hours |
| Low | 32 hours | 24 hours |