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.
Time SLA: within 4 Hours
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.
Time SLA: within 6-8 Hours
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.
Time SLA: within 24 Hours
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.
Time SLA: within 72 Hours
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So what does your Level 1 support do?
Our Level 1 Support will ensure that your Lab infrastructure and underlying automation is in perfect condition, so you can do what you like.
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