It all depends on the severity of the trouble, if they have to dispatch a tech or it can be resolved over the phone and if you have a maintenance contract with them.If you call directly, it's usually next business day to dispatch a tech for a severity 2 (non-service affecting) issue. If over 50% of your system is affected (severity 4), a tech has to respond in 4 hours, if you have a 24/7 maintenance contract. If you have 8-5 contract, it's within 4 hours during that business day depending on what time you called. In other words, if you report it at 2pm, your commitment time will be 9am the next day. I'm not sure how that works if you do it online.

Larry

Authorized Avaya Business Partner