Enhanced SLA resolution targets are 8 hours for Severity 1 and 12 hours for Severity 2
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Enhanced SLA: initial notification within one hour; resolution in eight hours for S1 and twelve hours for S2; credit of 1/365th of annual fees for the affected Software per calendar day.
- Applies when
- A major defect occurs for an Elite customer
- Applies to
- Severity 1 and 2 defects (Elite)
- Related programs