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Stratus Add-ons provides ticketing support for the plugins at the our support desk. The initial response time (in business hours) to the ticket depends on the severity of the problem:
Level 1: 2 4 hours
Level 2: 4 8 hours
Level 3: 8 16 hours
Level 4: 12 24 hours
The resolution time of the incident depends upon the complexity of the issue and the time customers take to respond to requests for additional information. Stratus Add-ons' target is to respond to each communication within the same interval as for initial communication, during business hours.
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