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Utilize our online case management for severity levels 2-4.

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Severity Levels and Response Times

Severity Level

Your system is down, and the condition is impacting a production environment.

Response time: 1 hour, 24/7

Severity Level

Severely limited functionality is impacting business.

Response time: 2 business hours

Severity Level

Majority of software functions are usable; low impact to business.

Response time: 4 business hours

Severity Level

Software is functioning with minor problems.

Response time: 1 business day

Contact Customer Care

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See contact numbers by region.

Global Delivery Hours of Operation and Contact Numbers

The Global Delivery team is available from 8:00 am to 6:00 pm Monday-Friday in your local time zone or as listed below.

China: 8:00 am to 5:00 pm CST
Israel: 8:00 am to 6:00 pm IST (Sunday-Thursday)
Korea: 8:00 am to 5:00 pm KST

Hong Kong: 8:00 am to 5:00 pm CST
Japan: 9:00 am to 5:30 pm JST
Taiwan: 8:00 am to 5:00 pm CST

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