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?

Our 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.

| Ticket urgency | Average first response time | Average next response time | Pausable Update | Agent Work Time | -----|----- |----- | | Low | 8 hours | 18 hours | 45 hours | 45 hours | Normal | 8 hours hours | 16 hours | 45 hours | 45 hours | High | 4 hours | 12 hours | 45 hours | 45 hours | Urgent| 3 hours | 10 hours | 45 hours | 45 hours

Keep in mind that our first response time calculation is based on working hours. The criteria for ticket urgency are defined in the section below.

Emergency support will be available exclusively for Urgent requests and provided via Zendesk tickets. Urgent requests are defined as problems that directly prevent sales or the store’s operation, as described in Ticket Urgency.

Urgent tickets report critical problems that have a direct impact on sales. The table below lists the scenarios we consider when classifying ticket urgency.

The following table lists the scenarios we consider when ranking ticket priority based on how the ticket forms were filled out.

The 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.