EULA Exhibit A: Support severity levels and response targets
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Exhibit A (Support Agreement) defines severities P1 to P5. P1 Critical: response within 1 hour, resolution best effort within 4 hours. P2 High: response within 1 business day, resolution within 5 business days. P3 Medium: response within 1 business day, resolution up to 2 weeks. P4 Low: response within 1 business day, addressed in upcoming releases. Support hours are 09:00 to 18:00 UK time, Monday to Friday. Non-production environments, custom features, customer infrastructure and preview or beta features are excluded. A separate Knowledge Center article lists maximum response times of 24 hours (Critical) and 48 hours (Medium, Support).
- Applies to
- LICENSEWARE production SaaS platform and apps