SLA - incident plan Full SLA

Itamar Abramovich
Itamar Abramovich
  • Updated
FULL SLA
Type Examples ETA
General Support Questions   Up to 1 business hour
Infrastructure
  • Service offline
  • Unable to initiate collection
  • Delivery failure
Up to 1 business day
Data Collection
  • Parsing issues
  • Incomplete discovery
  • Collection is slow
  • Incompatible schema
Up to 1 business days
  • Extensive change in the website layout
Up to 3 business days
Blocking issue   Up to 20 business days
Platform usability
  • IDE
  • UI
  • API
Up to 10 business days
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