> For the complete documentation index, see [llms.txt](https://docs.apryse.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.apryse.com/support/faq/ams-time-guideline.md). # Support time guidelines Apryse provides maintenance and support Monday through Friday, between the hours of 12:00 AM to 5:00 PM Pacific Time zone (9:00 AM to 2:00 AM Central European Time zone), excluding statutory holidays. Apryse usually gets to work on any questions or issues submitted right away. Apryse also uses the following Error severity classification to prioritize and correct verifiable and reproducible Errors: ### Priority 1 **An Error which causes a system crash under normal usage.** Apryse will within two working days of verifying that such an Error is present, initiate work in a diligent manner toward development of an Error Correction. ### Priority 2 **An Error which causes a crash of the Software under normal usage.** Apryse will within five working days of verifying that such an Error is present, initiate work in a diligent manner toward development of an Error Correction. ### Priority 3 **Other errors.** Apryse will in the normal course of its general maintenance cycle of the Software, initiate work in a diligent manner toward development of an Error Correction. Following the correction of an Error (the “Error Correction”), Apryse provides the Error Correction through a ‘temporary fix’ consisting of sufficient programming and operating instructions to implement the Error Correction. Apryse also includes all Error Corrections in all subsequent updates of the Software. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.apryse.com/support/faq/ams-time-guideline.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.