This the support statement for Play SQL.
| Status | IN PROBATION |
|---|---|
| Date | From 14/10/2013 to 14/12/2013 (2 months) |
Please note:
- 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.
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 | ||
Business hours
The support is operated from France. I recommend using http://www.worldtimebuddy.com/ for easy conversion.
| Shift | Times | Timezone |
|---|---|---|
| Morning | 9.30am-1pm | CET until 27th October 2013 (UTC +1) CEST until 30th March 2014 (UTC +2) |
| Afternoon | 2pm-6pm |
I often work in the evenings but I make no commitment in advance.
Business days
Work is from Monday to Friday. Days with degraded support will be written in this table at least one week in advance.
| Period | Normal Support | 6hrs support | No Support |
|---|---|---|---|
| Description | Support operating in normal mode | Level 1 and 2 will be answered within 6 hours | Support is provided in best effort mode. |
| Monday to Friday |  | ||
| 17th-21st October 2013 | | ||
| 22nd October 2013 | | ||
| 25th-29th October 2013 | | ||
| 1st November | Public Holiday | ||
| 11th November | Public Holiday | ||
| 23rd Dec - 3rd Jan 2014 | Christmas Holiday |
Definitions
- "Response" (as in "Response time"): A real human answers your request with currently available knowledge within SLA time. It doesn't mean the problem can be resolved at all. After answering to you, the real human can investigate the bug further and publish an upgrade, but this is not covered by the SLA.
- "Real human": Adrien Ragot in person.