Incident management

When applicable based on your support plan, you receive incident support. See Support plans.

In the event you identify any unplanned event affecting standard operations which causes or may cause an interruption to or reduction in the quality (“Incident”), use the Support portal to notify HERE.

HERE provides acknowledgement and resolution of incident reports with commitment times, depending on the incident priority.

Incident commitments

Incident Priority Response Commitment Resolution Commitment
Priority 1 < 15 minutes < 120 minutes
Priority 2 < 15 minutes < 240 minutes
Priority 3 < 120 minutes < 5 business days

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