FULL SLA
|
| Type |
Examples |
Time till response |
ETA to resolution |
| General Support Questions |
|
1 business hours |
up to 1 business hours |
| Infrastructure |
- Service offline
- Unable to initiate collection
- Delivery failure
|
1 business hours |
up to 3 business hours |
| Data Collection |
- Parsing issues
- Incomplete discovery
- Collection is slow
- Incompatible schema
|
2 business hours |
up to 1 business day |
| Blocking issue |
|
5 business hours |
up to 10 business days |
| Platform usability |
IDE, UI ,API bugs/improvements |
1 business days |
up to 10 business days |
| Feature requests |
|
1 business days |
up to 20 business days pending approval |
