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Hi,
We have several urgency levels and respond according to SLA. High priority tickets are updated within 30 minutes, Medium by 1 hour and Low at 4 hours. Time to completion obviously varies - it can be a few minutes’ worth of whitelisting or a several-hour setup for 35 CDN zones with token signing. For outages and other such drastic situations, there’s a “This is an emergency” option that gets senior sysadmins working on the problem within 60 seconds. Another perk is that we employ only senior level linux system administrators.
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