SLA

Addteq provides technical support/ assistance for product issues via Service Desk Portal, excluding listed US holidays:

Incidents follow SLA's as shown below:

Priority	Definition	Initial Contact	Time to Resolution
P1	System down, unable to access system.	1 hr	2 hrs
P2	Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions	2 hrs	4 hrs
P3	Any defect- that does not prevent the end user from accessing a significant feature of System	24 hrs	48 hrs
P4	Any application upgrades, downgrades, maintenance activity, etc.	24 hrs	Scheduled

Support and related SLA excludes :

Scoped Services: Administration task, customization, or development. However, Addteq offers these services as a project, for which a Statement of Work (SOW) will be developed.
Non Standard Plugins: SLA's do not apply to instances that have custom version plugins installed. Addteq will only facilitate the communication of resolution with a Standard Atlassian Marketplace Plugin vendor.

Incidents follow SLA's as shown below:

Priority	Definition	Initial Contact		Time to Resolution
Priority	Definition	(16x5)	(non-business hours)	(16x5)	(non-business hours)
P1	System down, unable to access system.	1 hr	1 hr	2 hrs	2 hrs
P2	Any defect- critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions	2 hrs	4 hrs	4 hrs	4 hrs
P3	Any defect- that does not prevent the end user from accessing a significant feature of System	24 hrs	NA	48 hrs	NA
P4	Any application upgrades, downgrades, maintenance activity, etc.	36 hrs	NA	Scheduled	Scheduled

Support and related SLA excludes :

Scoped Services: Administration task, customization, or development. However, Addteq offers these services as a project, for which a Statement of Work (SOW) will be developed.
Non Standard Plugins: SLA's do not apply to instances that have custom version plugins installed. Addteq will only facilitate the communication of resolution with a Standard Atlassian Marketplace Plugin vendor.