Do response times also apply on weekends and holidays?
In short and in plain language
That depends on your contract. The contract sets when our response times apply.
For an emergency, we have a set way to help. You can read about it on the emergency page.
Under the Enterprise SLA, response times apply 24/7, 365 days a year. This is the right choice for shops that also sell on weekends or around campaign days and where an outage on a Sunday evening is just as expensive as one on a Tuesday morning. Under the Business and Basic SLAs, response times relate to business days.
Regardless of the chosen tier, however, the following applies: for critical security incidents, emergency escalation paths are available even under the Business SLA that extend beyond regular business hours. An actively exploited vulnerability does not wait until Monday. How emergency support escalates is described on the corresponding page.