Support hours (PT) and response targets

Support Hours: Business Hours (Pacific Time)

Response targets (first response):

• P0: ≤ 1 hour

• P1: ≤ 8 hours

• P2 / P3: ≤ 3 business days

Resolution targets:

• P0: ≤ 8 hours

• P1: ≤ 16 hours

• P2: ≤ 40 hours

• P3: ≤ 2 weeks

Severity guidance:

• P0: service down / critical production impact

• P1: major functionality broken

• P2: partial impairment / workaround exists

• P3: minor issue / question / request