What are your support SLAs?

Priority

Target Response Time

Target Resolution Time

Description

P1

1 hour

4 hours

Critical -

Issues are occurring in a critical component of the live service

and

performance is severely degraded

or

the service is running with restricted functionality

or

data corruption has occurred

P2

2 hours

8 hours

Major - 

Issues are occurring in an important but non-critical component of the live service

and

performance is degraded

or

the important but non-critical component is running with restricted functionality

P3

4 hours

3 days

Minor - 

Issues are occurring in on the live service

and

there is restricted functionality on a minor function

or

performance of a minor function is degraded

P4

8 hours

6 days

Issues on the live service which does not impact functionality or performance of the service. E.g. cosmetic fault or documentation error 

 

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