Support hours and response targets

Support hours: [Monday–Friday, 9:00–18:00 CET], excluding Spanish public holidays.
24x7 for Enterprise: for S1 incidents, Enterprise customers can call their dedicated on-call number at any time.

Severity	Definition	First response*
S1 – Critical	Production down, no workaround	[1h Enterprise 24x7 / 4 business hours]
S2 – High	Production seriously degraded	[4 business hours]
S3 – Normal	Non-critical or non-production issue	[1 business day]
S4 – Low	Question or feature request	[2 business days]

*Targets apply during support hours. If your contract sets different terms, your contract applies.

For S1 and S2 incidents, we send regular updates until service is restored. If the impact of your issue changes, reply on the request and we’ll update its severity.