Bronze Support Package (Extended technical support)
Working hours (Mon-Fri, 8AM - 5PM) MRU Time
High priority (blocking errors): taking charge in 6 working hour
Medium priority (a service or channel does not work): taking charge in a least 8 working hours or Next Business Day
Low priority: best effort, usually within 24 working hours
Silver Support Package (Extended technical support)
Working hours (Mon-Fri, 8AM - 7PM) MRU Time
High priority (blocking errors): taking charge in 8 working hour
Medium priority (a service or channel does not work): taking charge in a least 6 working hours or Next Business Day
Low priority: best effort, usually within 24 working hours
Platinium Support Package (Extended technical support)
Working hours (Mon-Fri, 8AM - 8PM) MRU Time
High priority (blocking errors): taking charge in 4 working hour
Medium priority (a service or channel does not work): taking charge in a least 6 working hours or Next Business Day
Low priority: best effort, usually within 24 working hours