You experience a critical loss of performance or functionality affecting high number of users
Reported during business hours: 9 a.m - 6 p.m (UTC+2), Monday to Friday
Issue response: Support within 4 hours
Level 2:
You experience a moderate loss of performance or functionality affecting high number of users
Issue response: Support within 1 business day
Level 3:
You experience a minor loss of performance or functionality
Issue response: Support within 3 business days
Level 4:
You want a new functionality or an enhancement for the add-on
Issue response: Support within 5 business days