Support levels Otomi Container Platform
Hours of coverage
Support channels
Number of cases
Initial response time
Critical
High
Medium
Low
Business hours*
Email
Unlimited
NA
NA
2 business days
4 business days
Business hours*
Email & phone
Unlimited
NA
2 hours
1 business day
2 business days
24/7**
Email & phone
Unlimited
1 hour
2 hours
4 hours
8 hours
* Standard business hours are 8:00-18:00 CET
** 24/7 support for Critical and High severity issues and standard
business hours for the rest