Bronze
Silver
Gold
Hours of availability
N/A
9-5, Monday - Friday
Us Local Time
European Central Time
Australia Eastern Time
24 X 7
(Sev-1 Urgent)
Severity 1
Urgent
First Response
Update Frequency
N/A
N/A
4 business hours
8 business hours
60 minutes
4 hours
Severity 2
High
First Response
Update Frequency
N/A
N/A
8 business hours
2 business days
4 business hours
8 business hours
Severity 3
Normal
First Response
Update Frequency
N/A
N/A
24 business hours
5 business days
8 business hours
3 business days
Severity 4
Low
First Response
Update Frequency
24 business hours
Reasonable best effort
24 business hours
Reasonable best effort
24 business hours
Reasonable best effort
Technical contacts allowed
2
3
4

Support Plan Details

Severity Definitions

Response and resolution times are based on your Service Level Agreement with HashiCorp. Please refer to Bronze / Silver / Gold SLA levels.

HashiCorp will make reasonable efforts to adhere to the response and resolution times for issues within the scope of its own software.

The following definitions of Severity should be used when opening tickets.

Severity 1 (Urgent)

Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, there is no workaround, and it affects customer’s ability to perform its business.

Severity 2 (High)

Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue.

Severity 3 (Normal)

Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue.

Severity 4 (Low)

Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.

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