Our business hours are typically 08h00 UTC to 18h00 UTC and each ticket is dealt with under the following service levels:

Priority Target Response Time Target Resolution Time
Urgent 1 Hour 12 Hours
High 4 Hours  1 Day
Medium 8 Hours  2 Days
Low 1 Day  3 Days

If you have not received any response or resolution before the target times above, please send an email to rda@snomed.org with your ticket id# for escalation.