Standard Support
Standard Support is included with subscription purchase. Standard Support is available during regular Pathlight business hours, as defined in the Business Hours section.
How to contact Support
Support requests should be submitted through the Submit a Ticket form within Pathlight’s Help Center. Whether your concern is a feature request, or an urgent request, submitting a ticket will be the best way to ensure your issue is properly addressed. We do not recommend reaching out via email.
Using our Support Request form requires the input of a priority level from our customers. If you reach out to support@pathlight.com, the priority level is not established, and the ticket will default to P2 (Normal). All Urgent/High requests must be submitted with the Support Request Form. Pathlight Support reserves the right to reclassify the priority level if we reasonably believe the classification is incorrect.
Priority Levels
P0 (Urgent) - This is defined as a business-stopping concern for all users. We look at these as a complete outage of the application, a major security breach or concern has been identified, servers are down, or anything that can be detrimental to all customers.
P1 (High) - A concern at this level means that your organization has lost functionality within Pathlight and can either not receive data or access the application on a general level. Additionally, no workaround currently exists to resolve the data or authentication concerns.
P2 (Normal) - These are defined as general issues. These include, but are not limited to: user education, user requests, individual login issues, or a bug with a workaround.
P3 (Low) - These tickets are reserved for feature requests or any other requests that fall out of typical Support responsibilities.
Pathlight Support reserves the right to reclassify the priority level (up or down) if we reasonably believe the classification is incorrect.
Targeted response times
When you submit a request, our team will provide you with a case number and identify the next steps as quickly as possible. If issues aren’t resolved after the initial response, we’ll investigate using the data provided.
Below is a guide to our targeted response times and target update frequencies for continued investigation during business hours. Response times may take longer than suggested.
|
Priority Level |
Target Response Time |
Target Update Frequency |
|
P0 |
1 Hour |
Twice Daily |
|
P1 |
2 hours |
Daily |
|
P2 |
24 hours |
48 hours |
|
P3 |
48 hours |
Weekly (if applicable) |
Target Response Time: Target response time for a Support representative to provide you with an initial response.
Target Update Frequency: The Support representative will provide status updates until the issue is resolved or the ticket is closed.
Incident Reports
For P0’s, Pathlight will deliver an incident report once the issue has been resolved, per the customer’s request. The incident report will include information about the root cause, the users impacted, and the resolution.
Business Hours
Monday - Friday, 9:00am - 5:00pm PST
Only Support verified P0 issues would be responded to outside of business hours and holidays. Response times may vary. All non-P0 issues will be responded to on the next business day.
2023 Observed Holidays
- New Year's Day, January 2
- Martin Luther King Day, January 16
- Presidents' Day, February 20
- Memorial Day, May 29
- Juneteenth, June 19
- Independence Day, July 4
- Labor Day, September 4
- Columbus Day, October 9
- Veterans Day, November 10
- Thanksgiving Day, November 23
- Day After Thanksgiving, November 26
- Christmas Day, December 25