24-Hour Live Support
Call 800-227-9371
Response Times & Resolutions
WAUSAU responds to support requests as follows:
| Severity | Response | Response Explanation | Target Resolution | Follow-Up |
| Priority 1 | 15 Minutes | Utmost priority is placed on responding to and addressing P1 calls. When you place a P1 call, we make every effort to respond. If this is not possible, a System Analyst will return your call as quickly as possible. | 4 hours or less | Every hour |
| Priority 2 | 1 hour | If a System Analyst does not respond in a timely manner, please notify our Help Desk and refer to your incident number. | 1–3 business days | Every 2 business days |
| Priority 3 | 3 hours | If a System Analyst does not respond in a timely manner, please notify our Help Desk and refer to your incident number. | 4–10 business days | Every 5 business days |
| Priority 4 | As scheduled | Issues will be assigned as a P4 only upon scheduling a time to implement the fix or upgrade or upon scheduling a follow-up on an issue that is in Hold or Monitor status. If the scheduled time passes with no contact from Customer Care, please notify our Help Desk and refer to your incident number. | Per agreed-to plan | Per agreed-to plan |