Enterprise-Grade
Technical Support
Enterprise-grade support with response times defined in your support agreement.
Our team supports your systems according to the agreed service scope and support levels, using ITIL-based practices.
SLA
Target Response Times
Indicative targets. Actual response and resolution times, and support hours, follow the service scope and support levels in your agreement.
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 Critical | System down | 15 min | 4 hrs |
| P2 High | Major degraded | 1 hr | 8 hrs |
| P3 Medium | Minor issue | 4 hrs | 24 hrs |
| P4 Low | Enhancement | 24 hrs | Next release |
Submit Ticket