| FULL SLA | ||
| Type | Examples | ETA |
| General Support Questions |
|
Up to 4 business hour |
| Infrastructure |
|
Up to 1 business day |
| Data Collection |
|
Up to 1 business days |
|
Up to 2 business days |
|
|
Up to 3 business days |
|
| Blocking issue |
|
Up to 20 business days |
| Platform usability |
|
Up to 3 business days |
Min SLA or Maintenance charge on collectors for customers not using them for the full month:
Some customers may not need the full service offered by our collectors for the entire month. However, our billing policy remains unchanged in these scenarios. The charge for a given month is calculated based on whether the collector was used or active during that month, not based on the number of days it was used. This policy has been established to ensure fairness and consistency in our billing practices and applies to all customers.
To learn more about SLA cost and shifting to Full SLA, please check with your account manager, or subscribe from the control panel IDE page
Categories