{"section":"tutorials","requestedLocale":"en","requestedSlug":"vtex-support-apac","locale":"en","slug":"vtex-support-apac","path":"docs/en/tutorials/operational/support/vtex-support-apac.md","branch":"main","content":"This article presents the availability, SLA, and additional support resources available to customers served by our offices in **Asia-Pacific Region.** For a broader perspective of our global support resources, see: [How does VTEX support work?](/en/docs/tutorials/how-does-vtex-support-work)\n\n## Availability\nOur regular support hours are Monday through Friday, from 9am GMT+8 to 7pm GMT+8. Our average first response time varies according to ticket urgency, as seen in the table below.\n\n| **Ticket urgency** | **Average first response time** | **Average next response time** | **Pausable Update** | **Agent Work Time**\n| -----|----- |----- |\n| **Low**   | 8 hours  | 18 hours | 45 hours | 45 hours\n| **Normal** | 8 hours hours | 16 hours | 45 hours | 45 hours\n| **High** | 4 hours | 12 hours | 45 hours | 45 hours\n| **Urgent**| 3 hours | 10 hours | 45 hours | 45 hours\n\nKeep in mind that our first response time calculation is based on working hours. The criteria for ticket urgency are defined in the section below.  \n\n> ⚠️ Emergency support will be available **exclusively** for Urgent requests and provided via [Zendesk tickets](/en/docs/tutorials/opening-tickets-to-vtex-support). Urgent requests are defined as problems that directly prevent sales or the store’s operation, as described in [Ticket Urgency](#ticket-urgency).\n\n## Ticket urgency\n\nUrgent tickets report critical problems that have a direct impact on sales. The table below lists the scenarios we consider when classifying ticket urgency.\n\n<table class=\"w-100 center mv7 bb b--gray\">\n    <thead>\n        <tr class=\"bb b--muted-3\">\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Scenario</th>\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Description</th>\n        </tr>\n    </thead>\n    <tbody>\n        <tr class=\"bb b--muted-3\">\n            <td class=\"t-body pa5\">VTEX Platform Unavailable</td>\n            <td class=\"t-body pa5\">\n              <ul>\n                <li>Storefront or Admin completely down</li>\n                <li>Open incident in our [status page](https://status.vtex.com)</li>\n              </ul>\n            </td>\n        </tr>\n        <tr class=\"bb b--muted-3\">\n            <td class=\"t-body pa5\">Checkout Unavailable</td>\n            <td class=\"t-body pa5\">\n              <ul>\n                <li>Shipping calculations preventing orders from being placed</li>\n                <li>Taxes not being calculated preventing orders from being placed</li>\n                <li>Shopping cart or checkout pages not loading (completely down)</li>\n              </ul>\n            </td>\n        </tr>\n        <tr class=\"bb b--muted-3\">\n            <td class=\"t-body pa5\">Unable to Fulfill Order</td>\n            <td class=\"t-body pa5\">\n              <ul>\n                <li>Orders status isn’t being updated</li>\n                <li>Order feed or hook isn’t working</li>\n              </ul>\n            </td>\n        </tr>\n        <tr class=\"bb b--muted-3\">\n            <td class=\"t-body pa5\">Store Usability Unavailable</td>\n            <td class=\"t-body pa5\">\n              <ul>\n                <li>Unable to add to cart</li>\n                <li>Unable to register on the site</li>\n                <li>Onsite search not responding</li>\n              </ul>\n            </td>\n        </tr>\n    </tbody>\n</table>\n\n## Ticket Priorities\n\nThe following table lists the scenarios we consider when ranking ticket priority based on how the ticket forms were filled out.  \n\n<table class=\"w-100 center mv7 bb b--gray\">\n    <thead>\n        <tr class=\"bb b--muted-3\">\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Source</th>\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Type</th>\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Users impacted</th>\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Impact</th>\n            <th class=\"t-body fw5 c-muted-1 bb bw1 pa2 pb3 b--muted-3 tl\">Priority</th>\n        </tr>\n    </thead>\n    <tr class=\"bb b--muted-3\">\n        <td>Financial\n        </td>\n        <td>\n        </td>\n        <td>\n        </td>\n        <td>\n        </td>\n        <td>Low\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td rowspan=\"8\" >Technical\n        </td>\n        <td>Question\n        </td>\n        <td>\n        </td>\n        <td>\n        </td>\n        <td>Low\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td>Task\n        </td>\n        <td>\n        </td>\n        <td>\n        </td>\n        <td>Low\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td rowspan=\"6\" >Incident\n        </td>\n        <td rowspan=\"3\" >Internal\n        </td>\n        <td>Low\n        </td>\n        <td>Low\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td>Moderate\n        </td>\n        <td>Normal\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td>High\n        </td>\n        <td>High\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td rowspan=\"3\" >External / All\n        </td>\n        <td>Low\n        </td>\n        <td>Normal\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td>Moderate\n        </td>\n        <td>High\n        </td>\n    </tr>\n    <tr class=\"bb b--muted-3\">\n        <td>High\n        </td>\n        <td>Urgent\n        </td>\n    </tr>\n</table>\n\nThe priority of a ticket may change over time, based on VTEX's analysis of the impact of the request. You can check the priority of your open requests through the [support panel](https://support.vtex.com/hc/en/requests)."}