What are the different severities and SLAs of support tickets?
Last updated: September 18, 2025
Each support ticket you open with the Upbound team will be assigned a severity. The severity can be set by you when you are initially creating the ticket, and this severity directly impacts the response time from the Upbound team.
Severity Definitions
Let's review the definitions of each severity level:
Severity | Definition |
Severity 1 - Urgent | Any error reported by the customer in production where the majority of users for a particular part of the software are affected, the error has high visibility, there is no workaround, and it is affecting revenue. |
Severity 2 - High | Any error reported by the customer in production where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround may be available; however, performance may be degraded or functions limited and it is affecting revenue. |
Severity 3 - Medium | Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has low to medium visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue. |
Severity 4 - Low | Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact. |
Response Times
As noted, the severity of the support ticket directly impacts the response and update times to which the team commits. This is why it is important to accurately set the severity of an issue: so the team can treat it with the urgency that it deserves and make sure your problems are getting solved.
Support Plans | Enterprise (Premier) | Business Critical (Priority) | |
# of Allowed Case Submitters | 4 | Unlimited | |
24/7 “Follow the Sun” Coverage | Sev 1 | Sev 1-2 | |
12/5 Coverage | Sev 2-4 | Sev 3-4 | |
Initial Response Time Targets | Sev 1 | 4 hours | 1 hour |
Sev 2 | 4 business hours | 2 hours | |
Sev 3 | 8 business hours | 4 business hours | |
Sev 3 | 2 business days | 1 business day | |
Support Account Management | N/A | Included | |
Private Slack Channel | N/A | Included | |
Advanced Support Services | N/A | Included | |
Reporting & Operational Reviews | N/A | Included | |
Proactive Oversight & Management | N/A | Included | |
Onsite Visits | N/A | Available |