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Service Level Agreement
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Service Level Agreement

Owned by Kashev Dalmia
Last updated: Apr 07, 2022 by Kashev Dalmia
1 min read

To contact support, open a helpdesk ticket.

Classification

Criteria

Time to first response for issues

Classification

Criteria

Time to first response for issues

Level 1 

  • Critical loss of add-on functionality

  • Performance resulting in high number of users unable to perform their normal functions.

Reported during business hours (10 a.m. - 6 p.m. PST, Monday - Friday)
within 5 hours

Level 2 

  • Moderate loss of add-on functionality

  • Performance resulting in multiple users impacted in their normal functions.

within 1 business day

Level 3 

  • Minor loss of add-on functionality

  • Issues encountered in a non-production environment.

within 3 business days

Level 4

  • Product feature questions

  • Product modification or enhancement requests

within 5 business days





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