What is the support ticket Service Level Agreement (SLA)?

customer success is a top priority at deselect that’s why every customer gets a support plan with online guidance, support, and training the deselect support team is available between 9 00 and 18 00 from monday to friday cet (8 hours/day) response times depend on the severity and type of the ticket see the below sla metrics for different instances type of support ticket description questions inquiries about selections or how functionalities work improvement requests improvement ideas bugs bugs caused by deselect sfmc bugs bugs caused by sfmc demo installation requests deselect installation to users' sfmc instance please take into account that the following metrics consider business hours sla metrics for support tickets for all types excluding bugs and sfmc bugs metrics urgent high normal low first reply time 1 hour 2 hours 4 hours 8 hours next reply time 8 hours 16 hours 32 hours 56 hours sla metrics for support tickets where type is bug metrics urgent high normal low first reply time 1 hour 1 hour 2 hours 3 hours next reply time 2 hours 3 hours 5 hours 6 hours sla metrics for support tickets where type is sfmc bug deselect only defines the first response time since this is the only feasible metric to measure the rest of the metrics are dependent on salesforce marketing cloud's support and resolution plan metrics urgent high normal low first reply time 1 hour 1 hour 2 hours 3 hours ( ) next reply time is the time between the oldest unanswered customer comment and the next deselect answer prioritization should be done based on the following rules urgent time sensitive with no workaround high time sensitive with a workaround normal/low not time sensitive, questions