License SLA

  • This SLA applies only on business days (Monday to Friday - 08:00 to 17:00 hs EST)

  • Email or Chat support

  • Work Arround / Target Respond time start after assignment.

  • Third Party apps or Odoo Studio modifications will be charged by working time price (1 Hour min / request)

  • After hours requests will be charged by after hours working time price (1 Hour min / request)

Severity Level

Description

Target Assignment

Work Arround / Target Respond

1. Outage

Server down

Within 30 business minutes

Within 1 business hour

2. Critical

High risk of server downtime

Within 1 business hour

Within 2 business hours

3. Urgent

End-user impact initiated

Within 2 business hours

Within 4 business hours

4. Important

Potential for performance impact if not addressed

Within 4 business hours

Within 1 business day

5. Monitor

Issue addressed but potentially impactful in the future

Within 1 business day

Within 2 business days

6. Informational

Inquiry for information

Within 2 business days

Within 3 business days