Response Times

Based on the time that it would take the support analyst in charge to contact the customer to start investigating the incident, measured in hours:

Level	P0 - Emergency	P1-Alert	P2-Critical	P3-Error
Gold	1h	1h	4h	8h
Silver	4h	4h	8h	24h
Bronze	24h	24h	24h	48h

All incidents related to custom developed scripts for tailored solutions would initially be given a P3 priority.

Symlabs is now part of Quest Software. A leader in simplifying and reducing the cost of IT management, Quest’s innovative solutions make solving the toughest IT management problems easier, enabling more than 100,000 customers worldwide to save time and money across physical, virtual and cloud environments. The addition of Symlabs virtual directory and federation technology will enhance the overall architecture of the Quest® One Identity Solution and Quest migration products. Learn more at www.quest.com/symlabs.