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- This is a young business. The SLA will be adjusted during the next few months, please keep a watch on the page.
- There are no penalties for non-respect of the SLA. Please refer to the license about this.
- The probation period will be monitored and results will be posted as a child page.
How to get Equally Legendary Support
Are you used to Atlassian's Legendary Support? I'll attempt to match it!
| Medium | Links |
|---|---|
| Web-based | Browse https://documentation.play-sql.com |
| Answers | Browse the "Play SQL" tag on Answers (or Ask on this tag) |
| By JIRA | https://playsql.atlassian.net, project Support |
| By email | playsql+public@gmail.com |
| By telephone | Production outage only, please request by email. |
Response times
| Level of severity | Description of severity | Response SLA | Standard Support | Enterprise Support |
|---|---|---|---|---|
| Level 1 | Add-on causing host application to malfunction, resulting in the majority of users unable to perform their normal functions. Please deactivate the add-on and let your users work. | 2 hours |
7.30 hrs x 5 days See Business Hours & Days | |
| Level 2 | Critical loss of add-on functionality resulting in high number of users unable to perform their normal functions. | 4 hours | ||
| Level 3 | Moderate loss of add-on functionality resulting in multiple users impacted in their normal functions. | 6 hours | ||
| Level 4 | Minor loss of add-on functionality or product feature question. | 8 hours | ||
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