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    SLAs - Gold plan

    Severity DefinitionsSeverity Definitions
    Severity 1 (Urgent)

    The error has high visibility (i.e downtime) there is no workaround, and it affects the company’s ability to perform its business. The response time must occur in 1 Business Day.

    Severity 2 (High)

    The error has high visibility (i.e data loss) a workaround is available; however, performance may be degraded or functions limited. The response time must occur in 2 Business Days.

    Severity 3 (Normal)

    The error is affecting a small number of users, a workaround is available; however, performance may be degraded or functions limited. The response time must occur in 3 Business Days.

    Severity 4 (Low)

    The error is affecting a small number of users and has a limited business impact. The response time must occur in 5 Business Days.