What is the difference between priority response times?

Priority 1 – Four (4) hours

  • Means an application defect that materially impairs global functionality or results in a regional outage, in each case for an in-production customer implementation, where the workaround is difficult and/or not obvious.

Priority 2 – One (1) business day

  • Means any defect with the Application that is impacting your implementation that is not a P1 Issue.

Priority 3 – Three (3) business days. Please note, this does not correlate to resolution time.

  • Means a request that does not relate to an application defect.


“Response Time” refers to the amount of time from when your notification to us (by the authorized means described above) to when we provide our first response to your notification, each as determined by our systems and records. Response time does not mean the resolution of the issue and we provide no guarantee with respect to issue resolution. AerisWeather retains the right, in our reasonable discretion, to reclassify the priority of any issue.

“Business day” is a full business day from Monday through Friday, 9:00 a.m. to 5:00 p.m. Central Time, excluding major U.S. holidays. A business day does not include a partial business day. AerisWeather triages requests that come in outside of business hours on the following business day.