License SLA
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This SLA applies only on business days (Monday to Friday - 08:00 to 17:00 hs EST)
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Email or Chat support
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Work Arround / Target Respond time start after assignment.
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Third Party apps or Odoo Studio modifications will be charged by working time price (1 Hour min / request)
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After hours requests will be charged by after hours working time price (1 Hour min / request)
Severity Level |
Description |
Target Assignment |
Work Arround / Target Respond |
1. Outage |
Server down |
Within 30 business minutes |
Within 1 business hour |
2. Critical |
High risk of server downtime |
Within 1 business hour |
Within 2 business hours |
3. Urgent |
End-user impact initiated |
Within 2 business hours |
Within 4 business hours |
4. Important |
Potential for performance impact if not addressed |
Within 4 business hours |
Within 1 business day |
5. Monitor |
Issue addressed but potentially impactful in the future |
Within 1 business day |
Within 2 business days |
6. Informational |
Inquiry for information |
Within 2 business days |
Within 3 business days |