Priority Level

Although we are committed to handling your incidents in a professional and efficient manner, incidents still need to be prioritized to ensure that your core business needs are attended to first. For this reason, if you have one of our paid service bundles, we ask that you indicate a priority level for each new incident. This priority level plays a major role in determining the level of effort and resources that Edgio will leverage when resolving your incident. Our priority levels are described below.

#Priority Level	Type	Description
1	Emergency	Identifies an issue that meets all of the following criteria: It is of paramount importance to your business. It is due to an unavailable or seriously impacted system. It must be resolved ASAP. This priority level requires live communication with a technical member of your team on a 24x7x365 basis. Examples: Your entire website is inaccessible via Edgecast. All of your live streams powered by Edgecast are down or inaccessible.
2	Critical	Identifies an issue that meets all of the following criteria: It is important to your business. It is due to a degraded or malfunctioning Edgecast system. It must be resolved expeditiously. Examples: An urgent purge request. A single stream is unavailable. Website functionality is severely degraded.
3	High	Identifies an issue that affects your core business. It should be resolved in our typical efficient manner. Examples: Urgent configuration (e.g., a new rule) VODVideo On-Demand. Allows the playback of previously encoded content. One use for VOD is to allow viewers to stream your content at any time. is unavailable A small subset of users are unable to access a specific part of your website.
4	Standard	Identifies an issue or a request for assistance that does not require immediate attention. Examples: A customer origin configuration or a new rule. Questions or a request for information on new features. General feedback.

The initial response time and update frequency varies according to the incident's priority level and your Service Bundle as described below.

Service Bundle	Initial Response	Priority 1	Priority 2	Priority 3 & 4
Enterprise	Within 15 minutes	Real timeContinuous Bridge	Hourly	Daily
Premier	Within 30 minutes	Hourly	Every 4 hours	Daily
Business	Within 1 hour	Every 4 hours	Every 8 hours	Daily
Standard	Within 1 hour	Every 4 hours	Every 8 hours	Daily
Basic	N/A	N/A	N/A	N/A

The Customer Support team is available on a 24x7x365 basis.