Support Tiers | StrongDM

Parameters	Bronze (included)	Gold	Platinum
SLA
Severity 1	Business Critical: < 4 hours	Business Critical: < 2 hours (24*7)	Business Critical: < 30 mins (24*7)
Severity 2	Degraded Service: < 8 hours	Degraded Service: < 6 hours	Degraded Service: < 2 hours
Severity 3 & 4	General Issue: < 24 hours	General Issue: < 24 hours	General Issue: < 12 hours
Support Hours
	Mon - Fri 7 AM - 9 PM EST	Severity 1 - 24*7	Severity 1 - 24*7

StrongDM Service Hours

StrongDM has support team members online in the AMER region from 8:00 AM to 9:00 PM ET ( 1:00 PM to 02:00 AM GMT) Monday through Friday.

Monday through Friday 9:00 PM to 08:00 AM ET (02:00 AM to 1:00 PM GMT).
And Weekends from Friday 9:00 PM ET (2:00 AM GMT) to Monday 8:00 AM ET (1:00 PM GMT)

When a ticket is submitted after hours we page our on-call engineer based on the Severity of the issue.

Severity 1 (Gold and Platinum) issues will page our after hours support.
Severity 2, Severity 3, Severity 4 level issues will be addressed as soon as possible after office hours start.

Tickets will be addressed during Office Hours.

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