Emergency support is defined as support that is needed due to a very recent outage in an otherwise for at last one week stable running system.
Emergency support is usually prioritized over any other support of same or lower level. Emergency support is provided 24*7. Response time can vary based on workload and your service plan level if you have one.
If you need guaranteed response times you will want to sign up for a service contract!
If you do not have a service plan that covers the time when you are calling you can pay a jump-charge to receive immediate assistance. The jump-charge is based on the number of servers with ViciDial that you have installed and the time of call.