Customer Classification :- Platinum / Gold / Silver
Support Qualifier | Platinum | Gold | Silver |
---|---|---|---|
SLA – 1 email acknowledgement of issue receipt | Within 2 hours | Within 4 hours | Within 6 hours |
SLA – 2 level; Assign a support Engineer | Within 4 hours | Within 4 to 6 hours | Within 6 to 8 hours |
SLA -3 Issue resolution or work around | Within 12 hours | Within 12 to 24 hours | Within 24 to 36 hours |
Support Qualifier | Platinum | Gold | Silver |
---|---|---|---|
SLA – 1 email acknowledgement of issue receipt | Within 2 hours | Within 8 hours | Within 8 hours |
SLA – 2 level; Assign a support Engineer | Within 4 hours | Within 4 to 6 hours | Within 6 to 8 hours |
SLA -3 Issue resolution or work around | Within 16 hours | Within 16 to 28 hours | Within 28 to 40 hours |
Support Qualifier | Platinum | Gold | Silver |
---|---|---|---|
SLA – 1 email acknowledgement of issue receipt | Within 2 hours | Within 8 hours | Within 8 hours |
SLA – 2 level; Assign a support Engineer | Within 8 hours | Within 8 to 12 hours | Within 12 to 16 hours |
SLA -3 Issue resolution, work around or communicate possible inclusion of feature date/release | Within 16 hours | Within 16 to 28 hours | Within 28 to 40 hours |