Premium SLA
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This SLA applies only on business days (Monday to Friday - 08:00 to 17:00 hs EST)
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Email, Chat or Google Meet support
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Work Arround / Target Respond time start after assignment.
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Third Party apps or Odoo Studio modifications will be charged by working time price (1 Hour min / request)
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After hours requests will be charged by after hours working time price (1 Hour min / request)
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Severity Level |
Description |
Target Assignment |
Work Arround / Target Respond |
|
1. Outage |
Server down |
Immediate |
Within 10 minutes |
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2. Critical |
High risk of server downtime |
Within 10 minutes |
Within 20 minutes |
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3. Urgent |
End-user impact initiated |
Within 20 minutes |
Within 30 minutes |
|
4. Important |
Potential for performance impact if not addressed |
Within 30 minutes |
Within one business day |
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5. Monitor |
Issue addressed but potentially impactful in the future |
Within one business day |
Within two business day |
|
6. Informational |
Inquiry for information |
Within two hours |
Within three business day |