Incident resolution and response times

Depending on the incident priority, HERE offers response and resolution time commitments to incidents reported by customers. The following table lists committed response and resolution times for incidents, by priorities, where:

• Response: Acknowledgement of customer reported Incident ticket by the HERE Incident Support team.
• Resolution: Solution provided to customer reported issue to restore normal operations.

These incidents are for services or applications related to HERE products.

Incident commitments