SLA - incident plan Self Serve

Gal El Al
Gal El Al
  • Updated
Self Serve
Type Examples Time till response ETA Remarks
General Support Questions   1 business hours up to 1 business day T1 online support
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 NA Self serve 
Blocking issue   1d N/a  
Platform usability IDE, UI ,API bugs/improvements 1 business days Pending approval no ETA commitment  
Feature requests   1 business days Pending approval no ETA commitment  
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