ManyWho Support Service Level Agreement “SLA”

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

Priority Level
Definition
Example
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…