Support Service Levels
Last Updated: May 18, 2026
At SIFF, our response times and the actions we take to resolve issues are based on an assessment of the impact that the reported issue has on your business. This framework enables us to address the most critical issues first. Our targeted response time and service levels are outlined below.
Getting Started
Email for support and operational issues, please contact the SIFF support team. A detailed description of the problem should be included.
Email for security related issues, please directly contact the SIFF security team.
Phone
949-264-2588 (US)
In Product
Menu -> Contact Support
Hours of Operation
Monday - Friday 9am-5pm US Central Standard Time
Excluding the following statutory US Holidays:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Friday following Thanksgiving
Christmas Day
After Hours Support
24/7 support is available for Enterprise and Standard Edition customers.
Service Levels
Priority 1 (P1)
2 hour (24/7 support customers only)
Priority 2 (P2)
8 business hours
Priority 3 (P3)
48 business hours
Case Priority
P1 = Production system is down. Critical financial exposure. A vital business process is severely affected and there is no work-around. A fix or workaround is required immediately.
P2 = A vital business process is impeded; business performance is sub-standard but may be acceptable in the short term.
P3 = Medium to low business impact. Work around in place. Fix is scheduled. Request for enhancement or functionality improvements and/or additions.
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