Service Level Agreement

SUPPORT

TIME TO FIRST RESPONSE

Issues

Goal

Issues

Goal

issuetype = Bug AND priority = Highest

12h

issuetype = Bug AND priority = High

24h

All remaining issues

48h

TIME TO RESOLUTION

Issues

Goal

Issues

Goal

priority = Highest

48h

All remaining issues

96h

 

DEVELOPMENT

  • Feature request or enhancements will be addressed within in 3 months time

  • Performance or Bug Fixes will be addressed within a week time