We normally try to treat all our customers in similar way as per our 'response policy' What is your response time? but due to resource limitation or time constraint & project delivery schedule, we have to segregate clients in various priority slabs as per our internal ratings (tenure/past experience & relationship/work & payment volume per month/timely payment schedule etc)

The slabs are - 

a. Super priority - (we try to take care of the issue & respond within 2 business hours)

b. Priority (we try to take care of the issue & respond within 6-8 business hours)

c. Extra- care (we try to take care of the issue & respond within 8-12 business hours)

d. Normal (Our normal response rule - What is your response time?)

our business hours -

Our business response timing - Mon to Friday - 11.30 AM to 8.00 PM (Indian Standard Time)
We are closed on Saturday & Sunday.

Critical/Emergency Support - 24X7 [Only for priority customers]