Tidelift adheres to strict service level targets for customer product support requests.
Note that these targets apply to product requests. Billing, Lifter, and other inquiries may fall outside of these targets, though can still be communicated through our centralized support portal.
Severity level 1 (Urgent Priority)
4 hours acknowledgement time
Any issue resulting in a full outage to the subscriber's production service.
Examples: Full Tidelift API or web interface outage, impacting security issues
Severity level 2 (High Priority)
8 hours acknowledgement time
An issue with a high impact on a subscriber's production service or a severe impact on their non-critical business operations.
Examples: Intermittent web interface or API outage, customer environment mis-configuration, outage in non-production environment
Severity level 3 (Normal Priority):
24 hours acknowledgement time
An issue with a moderate impact on the subscriber's business operations or that disrupts a planned deployment.
Examples: non-production implementation help, package security or license questions, workflow help
Severity level 4 (Low Priority):
48 hour acknowledgement time
An issue or question with low to no immediate impact on subscriber's business operations.
Examples: feature requests, general product questions, meeting requests
- Target response times are based on United States Business hours of 8am to 8pm Eastern Time (UTC-05:00)
- Targets are for first response only, actual resolution time may vary depending