Every support engineer sits in India and works IST. No follow-the-sun handoff that loses your context at 2 a.m., and no ticket that goes quiet over a foreign public holiday.
| Severity | Definition | Business response | Enterprise response |
|---|---|---|---|
| P1 | Production down, or a security incident in progress | 1 hour | 15 minutes |
| P2 | Production degraded, or a workaround is holding | 4 hours | 1 hour |
| P3 | Non-production issue, or a question blocking work | 1 business day | 4 hours |
| P4 | General guidance, feature or quota request | 2 business days | 1 business day |
For committed-use pricing, migration from another cloud, Direct Connect, GeM and tender paperwork, or a sovereign deployment in your own data centre.