What is a normal support response time?

[Serdar_TM]

Hello.
This is my first time contacting HPE support, so I have a question.
What is considered normal support response time when opening a new case with a priority of “Normal”?
I opened a case on September 30, only one confirmation of case opening has been received. Still no response that the case has been picked up by someone for review or is undergoing any kind of review.
Maybe I am expected to take some kind of action?

[Sunitha_Mod]

Hello @Serdar_TM,

Thank you for reaching out to us and we regret the inconvenience caused. We request you please take a moment to reply to the private message we've sent and provide the requested information. This will enable us to address your concerns with the relevant team.

[Serdar_TM]

Hi Sunitha_Mod.
I received a message in my case 5 minutes after I checked the case status via chatbot and opened a discussion in the community. Probably the case got lost in a large number of messages and just needed to be reminded about the case.

But the question remains: How long should you wait for a case with the "Normal" priority before reminding? 2, 3, 4 days?

[Sunitha_Mod · Accepted solution]

Hello @Serdar_TM, 

Thank you for the update. 

The type of contract you have will determine the details You can refer to the below link for more information: 

https://www.hpe.com/us/en/services/operational.html

Alternatively, you can also check with the support team directly to confirm the type of warranty/contract you have. and the service available to you