Edara Care

Response priority

Priority describes how eligible requests are handled relative to other requests. It helps you choose a support level, but it is different from a guaranteed response or repair deadline.

1. 1

   Priority by plan

   Care Lite lists standard priority, Business priority support, and Pro priority technical assistance. Priority affects handling; the time available for work still follows the monthly allowance. An urgent request does not automatically make out-of-scope work included.

2. 2

   Explain the business impact

   A request to correct a page heading and a problem preventing staff from completing a daily task have different business impacts. Include the affected users, service, and timing when contacting Edara so the request can be assessed appropriately. Avoid submitting duplicate requests for the same issue.

3. 3

   Response is not resolution

   An initial reply may request access or more information. Investigation and completion depend on complexity and what is needed from you. No fixed response or repair time is promised here; only an explicit SLA in your agreement establishes a guaranteed commitment.

4. 4

   Monitoring and urgent technical help

   Care is not a promise of continuous monitoring or automatic incident repair. Protect monitoring and incident assistance have separate terms. Confirm the appropriate contact and coverage for service interruptions so your team knows what to do when an issue occurs.