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.
- The probation period will be monitored and results will be posted as a child page.
Response times
During business hours,
| 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 |
24 x 5 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, in timezone CET / CEST (UTC+1/UTC+2). I recommend using http://www.worldtimebuddy.com/ for easy conversion.
| Shift | Times |
|---|---|
| Morning | 9.30am-1pm |
| Afternoon | 2pm-6.30pm |
I often work later 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. |
| 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 |