We prioritize support tickets in the following manner.
Tier 1: Support for basic customer issues such as solving usage problems or billing issues.
Tier 2: Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by Tier 1.
Tier 3: Access to the highest technical resources available for problem resolution. Alternatively, this support request may be converted to a product upgrade if no technical solution is found. 

Response times you can expect for the Tiers.

Tier 1 – 9am to 5pm PDT. Monday – Friday, excluding Holidays.

Tier 2 – 4-24-hour response time. 9am to 5pm PDT. Monday – Friday, excluding Holidays.

Tier 3 – 36-hour response time. Monday – Friday, excluding Holidays

Thank you for working with us to resolve your questions and issues.