I've noticed that they have different levels, as listed below, of priority when submitting a support case. What I don't know is the expected turn around time for each level, well at least acknowledgement of the support case moving from not started status.
Low
Product is functional with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions. No business impact.
Medium
Product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact.
High
Product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact.
Urgent
Product is functional with major issues. Significant business impact.
System Down
Product is nonfunctional and/or has unrecoverable service failure. Critical Business Impact.
