Support Availability

Our team of Drupal professionals is always standing by—proactively monitoring your application and responding to critical issue alerts. With coverage in all time zones and fluency in two languages, the team is available 24x7 for critical issue response.

Support Availability

Problem Definition Categories

You may submit support ticket requests using the level of urgency based on the criteria set forth below. If OPIN believes in good faith that you have submitted a ticket under the wrong urgency category, OPIN will contact you and the parties will mutually agree on the level of urgency for such a ticket.
 

Urgency

Description

Critical

Customer's production system is inoperative, or Customer's production operations or productivity are severely impacted with no available workaround; or is a critical security issue.

High

Customer’s production system is operating but the issue is causing disruption of Customer’s business operations; workaround cannot be used for an extended period. This is the highest designation available for development and help desk questions.

Medium

Customer's system is operating and the issue’s impact on the Customer's business operations is moderate to low; a workaround or alternative is available.

Low

The issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.

Feature Enhancement

The system is operating correctly and Customer has identified a change that would improve the operation. It is out of the scope of support service.

Maximum Initial Response Time

Initial response times for support requests vary on the urgency level and the Subscription tier. Most typical or routine requests are identified as “Medium” urgency. OPIN will respond to support ticket requests within the time periods set forth below.
 

Subscription Tier

Maximum Initial Response Times

Starter (Recommended)

Critical: Best effort during business hours

High: Best effort during business hours

Medium: Best effort during business hours

Low: Best effort during business hours

Basic

Critical: 2 hours during business hours

High: 2 hours during business hours

Medium: 4 hours during business hours

Low: 1 business day

Business

Critical: 1 hour during business hours

High: 2 hours during business hours

Medium: 4 hours during business hours

Low: 1 business day

Premium

Critical: 30 min, 24x7

High: 2 hours during business hours

Medium: 4 hours during business hours

Low: 1 business day

Elite

Critical: 15 min, 24x7

High: 1 hour during business hours

Medium: 2 hours during business hours

Low: 1 business day