Service Level Agreement

Classification	Details	Time to first response for issues

Classification	Details	Time to first response for issues
Level 1	Critical loss of app functionality or performance resulting in high number of users unable to perform their normal functions.	Reported during business hours (Mon - Fri 9:00AM - 17:00PM CEST) within 4 hours
Level 2	Moderate loss of app functionality or performance resulting in multiple users impacted in their normal functions.	within 1 business day
Level 3	Minor loss of app functionality Issues encountered in a non-production environment.	within 3 business days
Level 4	Product feature questions Product modification or enhancement requests	within 5 business days

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