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            Support Ticket SLA and Priorities

            Priority 1 means an existing Network/Lab or Hosted Service is down or there is a critical impact to End User’s business operation. End User and Cloudmylab both will commit full-time resources to resolve the situation.

            Priority 2 means operation of an existing Network/Lab or Hosted Service is severely degraded or significant aspects of End User’s business operation are negatively impacted by unacceptable Network or Environment performance. End User and Cloudmylab both will commit full-time resources during standard Business Hours to resolve the situation.

            Priority 3 means operational performance of the existing Network/Lab or Hosted Service t is impaired, although most business operations remain functional. End User and Cloudmylab both are willing to commit resources during standard Business Hours to restore service to satisfactory levels.

            Priority 4 means information is required on Cloudmylab product capabilities, installation, or configuration. There is little or no impact to End User’s business operation. End User and Cloudmylab both are willing to provide resources during standard Business Hours to provide information or assistance as requested.


            Updated: 13 May 2018 03:30 AM
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