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Technical support
Core Support normal business hours are Monday through Friday from 8:00 am to 5:00 pm Central Time.
Core Support will be closed during the following US holidays:
- New Year’s Day
- MLK Day
- President’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day After Thanksgiving
- Christmas Day
Note: If a holiday falls on:
- Monday, our offices close at 2 pm CT the preceding Friday.
- Saturday, the holiday is observed the preceding Friday.
- Sunday, the holiday is observed the following Monday.
Severity definitions
- Sev 1 (Critical): The solution is completely unavailable or unusable, or there is a loss of production data.
- Sev 2 (High): The solution is functioning, but use in production environments is severely reduced.
- Sev 3 (Medium): A problem that partially reduces use of the solution.
- Sev 4 (Low): A general usage question or reporting of a documentation error.
