| Support Objectives | PGF Community | PGF Standard Subscription | PGF Enterprise Subscription |
|---|---|---|---|
| Availability | 8am–6pm / Mon–Fri | 24 hours x 7 days | 24 hours x 7 days |
| Initial Response – Severity 1 | N/A | 30 minutes | 15 minutes |
| Initial Response – Severity 2 | N/A | 60 minutes | 30 minutes |
| Initial Response – Severity 3 | 4 hours | 2 hours | 60 minutes |
| Initial Response – Severity 4 | 1 business day | 1 business day | 1 business day |
| Remedy – Severity 1 | N/A | 24 hours | 4 hours |
| Remedy – Severity 2 | N/A | 48 hours | 8 hours |
| Remedy – Severity 3 | 20 business days | 15 business days | 10 business days |
We will make commercially reasonable efforts to offer Support for the software you have subscribed to. Our support includes Break/Fix and Troubleshooting assistance for the subscribed software. We will strive to respond to a Support Request within the Initial Response Time. All Support will be provided in English unless otherwise mutually agreed upon in writing.
During your paid subscription, We will make Support available to You for each new release for subscribed software on its General Release Date. You will cooperate with and provide assistance to us as we may reasonably request to help us perform support. This includes, without limitation, providing all necessary assistance and information.
"Initial Response" means our acknowledgment of a Support Request received from You.
