SLAs

Service Level Agreements (SLAs) for support are defined based on the criticality levels of the ticket, ensuring that response and resolution times align with the impact and urgency of each situation. Below are the levels and their respective SLAs:

Critical

This includes tickets that result in a total disruption of essential services or severe impacts on business operations, such as the unavailability of critical systems. These cases require immediate attention, with the fastest possible response and resolution times to minimize damages.

High

This refers to tickets that partially compromise important services or reduce the performance of key processes without completely halting operations. These tickets are treated with high priority, with prompt response and resolution times to mitigate the impacts.

Medium

This covers tickets with limited impact, such as general support requests, operational adjustments, or clarifications. These cases have lower priority compared to higher levels and are addressed within timelines that respect the regular operational flow.

This SLA categorization ensures that resources are allocated efficiently and that tickets are resolved proportionally to their criticality, promoting operational continuity and customer satisfaction.

SLA

Level	Critical	High	Medium
L1	30 minutes	45 minutes	1 hour
L2	2 hours	4 hours	8 hours
L3	3 hours	8 hours	24 hours

You may have contracted a different SLA (service level agreement). In this case, the SLA defined in your account contract overrides the rules described above.