Initial Response SLA
As per our product pricing information.
What does “Response” SLA mean?
Our response SLA means that we will respond to your support request within the contracted SLA.
A “response” means we will acknowledge and reply to your request and begin investigating the issue.
Based on the information we receive from your initial request, we will assess and prioritize your support request using the following table.
Support Request Prioritization
|P1||Production system outage causing an immediate material impact – no workaround exists||Production flows not accessible|
|P2||Production system outage – either causing an isolated impact or workaround exists|
|P3||Minor production impact or problem with tooling||Tooling problem|
|P4||Default for normal support tickets|
|P5||Feature request||It would be great if…|