Support Policy
Horizon3.ai provides differentiated support services based on the service level purchased.
Support requests can be made 24/7 via the help options within NodeZero or through the Customer Support Portal.
Support will be provided in accordance with the severity levels and targeted initial response times listed below.
Support Service Level Objectives for Initial Response
| Standard | Enhanced | Premier | |
|---|---|---|---|
| Support Hours | Monday–Friday, 9 a.m.–5 p.m.* | 24/5, Monday–Friday | 24/7 (weekends limited to Sev 1) |
| Sev1 - Response Time | 2 business hours | 1 hour | 30 minutes |
| Sev2 - Response Time | 8 business hours | 2 hours | 1 hour |
| Sev3 - Response Time | 1 business day | 8 hours | 4 hours |
| Sev4 - Response Time | 2 business days | 1 business day | 8 hours |
| Case Routing Prioritization | Standard | Higher | Highest |
*Support hours correspond to local support offices in each region: Americas, EMEA, and APJ.
After initial response, Horizon3.ai will attempt to provide a solution using reasonable efforts based on the severity of the problem. Horizon3.ai does not guarantee resolution times, and a resolution may consist of a fix, workaround, or other solution.
Holiday Coverage
Horizon3.ai cloud services are monitored for critical impacts 24/7/365.
On U.S. federal holidays and national holidays in our global locations, Technical Support responds only to Sev 1 issues covered under the Premier Support plan. Standard and Enhanced support resumes on the next business day.
Case severity levels are determined by Horizon3.ai at its discretion using the guidelines provided below.
| Severity Level | Description |
|---|---|
| Sev1 - Critical | Production services are down or unusable for all users of the platform with no workaround available |
| Sev2 - High | Production services, core features, or specific users are severely impacted with no workaround available |
| Sev3 - Normal | Minor impacts on production services or users with core or secondary features affected. Higher severity issues where a workaround is available. |
| Sev4 - Low | Issues that do not impact production, administrative requests, or inquiries into product features or functionality |
End of Support Policy
Horizon3.ai provides technical support for individual pentests for up to 12 months after the pentest completion date.