Support Service Level Agreements

Edmunds GovTech will use reasonable efforts to respond to all support cases in the published times below. Please toggle each tier for corresponding response times and definitions.

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Tier I - Critical

Response time: 30 minutes or less

Defined as:

a) Complete system failure and/or unavailable
b) Loss of vital system functionality

Tier II – High

Tier III – Medium

Tier IV – Low

Customer Support Hours

Monday – Friday: 8:30am - 5:00pm