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When creating a support request through our Service Desk, our Customer Support & Operations team will respond within the SLA detailed in the table below.

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SLA

Type of Request

Priority

Definition

First Time to response

Time to Work-around by Remote Access

Time to Final Resolution by Remote Access

Incident / Bug / Question

Critical

Any Defect, error, bug or malfunction that causes a failure or imminent failure of the software installed at Client servers and or on-cloud

2 Hours

6 Hours

2 Business Days

High

Any Defect, error, bug or malfunction that causes significant system degradation, without causing Priority 1 (Critical) issue of the software installed at Client servers or on-cloud

4 Hours

8 Hours

2 Business Days

Medium

Any Defect, error, bug or malfunction that affects the use of the Software but that is not: (a) a Priority 2 (High) request; (b) a Priority 1 (Critical) request; or (c) a single question functional or technical on the software installed at Client servers or on-cloud.

6 Hours

2 Business Days

4 Business Days


Our Standard Support Includes

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