Fabric Support - SLA Response Times – Fabric Help Center

This page explains how quickly Fabric Support responds to your request, based on its severity. When you submit a request, choose the severity that best matches the impact on your business.

Severity 1 (Urgent) requests are answered within 30 minutes, 24/7, including on-call. All other severities are measured within business hours.

Response times by severity

Severity	Priority	Response SLA	Impact
Severity 1	Urgent	Within 30 minutes (including on-call)	Services are not operational (Fatal Service Disruption) Critical issue with severe business, security, or data impact
Severity 2	High	Within 2 business hours	Errors that result in lack of functionality or intermittent service failures Work stopped is time sensitive within business hours No workarounds, or unreliable workarounds
Severity 3	Medium	Within 8 business hours	Errors that cause non-critical features to malfunction Work stopped is inconvenient Workarounds available
Severity 4	Low	3 business days	Errors that cause attributes and/or options to not operate in accordance with specifications Work stopped is not time sensitive Easy alternate solutions

How the SLA is measured

The SLA response time runs from when the ticket is created until Support confirms receipt and assignment. The automated notification you receive when a ticket is submitted does not count as a response.

Response times are measured within business hours (12AM - 6PM Pacific, Monday - Friday), except for Urgent, which is 24/7.