Support SLOs are targets, not guarantees
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Software Support and Maintenance Terms §2.2.4: Service Level Objectives are target response times, not resolution times, are not guaranteed, and failure to meet them is not a breach. (effective 2026-08-04)
- Applies when
- Measuring support performance
- Applies to
- Standard Software Support and N-hanced Support
- Related programs