The following SLA table applies to Bug Fix Requests in our App Support portal



Severity Level

Description of Severity

Response Times During Standard Business Hours (5am -5pm EST)

Level 1- Blocker (L1)

  • Production environment issue from add-on resulting in down-time,┬áresulting in a majority of users unable to perform their normal functions.

1 Day

Level 2- Critical (L2)

  • Critical loss of Production environment functionality resulting in a high number of users unable to perform their normal functions.

1 Day

Level 3- Major (L3)

  • Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.
  • Priority environment enhancement or alterations.

2 Day

Level 4- Minor (L4)

  • Minor loss of environment functionality or product feature question.
  • Non-priority requests for environment enhancements or alterations.

2 Day