Escalation Matrix - Neon Cloud Support
We offer 24/7 support with different response times based on issue severity.
Priority Levels & Response Times
| Severity Level | Issue Type | Initial Response Time |
|---|---|---|
| P1 – Critical | Full service outage, data loss, or security breach | 30 minutes |
| P2 – High | Major service degradation affecting multiple customers | 1 hour |
| P3 – Medium | Performance issues, non-critical bugs, partial outages | 4 hours |
| P4 – Low | General queries, billing questions, minor issues | 24 hours |
Still have questions?
If you have any other questions or need further information, don’t hesitate to contact us. We are here to help you!