Scheduled support meetings are at the discretion of Gluu Support. Meetings may be cancelled by Gluu Support at any time if there is not enough information to provide tactical guidance. Logs and additional information may be requested in lieu of meetings.
 All support issues are to be reported and resolved via the Gluu support portal. Gluu will evaluate and respond to new issues within the time frames set forth in the Support Response Times matrix. Response times start the moment a named contact from the customer organization reports a problem on Gluu support.
 A minor issue is defined as an issue where the number of users impacted is small, there is a work around that can decrease the impact, or the issue is limited to look and feel.
 New development issues include new deployments, migrations, and application integration issues in a pre-production environment.