Standard SLA resolution targets are 12 hours for Severity 1 and 24 hours for Severity 2
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Standard SLA: initial notification within one hour; resolution in twelve hours for S1 and twenty-four hours for S2; the remedy is a credit of 1/365th of annual Software fees per calendar day of non-compliance.
- Applies when
- A major defect occurs
- Applies to
- Severity 1 and 2 defects
- Related programs