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When creating a support request through our Service Desk, our Customer Support & Operations team will respond within the SLA detailed in the table below.
We aim to satisfy Customer Requests in the same business day and to guarantee a high Quality of Service. Thus, we will use reasonable efforts to provide support in accordance with this Service Level Agreement, and will not be responsible for any delays caused by the customer for reasons beyond our control.
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- Submitting a ticket on the Customer Portal through Service Desk (signup is required for new customers)
- Sending an email to: help@app4legal.com
SLA
Type of Request | Priority | Definition | First Time to response | Time to Work-around by Remote Access | Time to Final Resolution by Remote Access |
Incident / Bug |
Critical |
Any Defect, error, bug or malfunction that causes a failure or imminent failure of the software installed at Client servers and or on-cloud
| Your application is degraded. Users aren't able to perform their job function, and no workarounds are available. | 20 Minutes |
6 Hours | 2 Business Days | |
High |
A feature is unavailable, application performance is significantly degraded, or users job functions are impaired. | 4 Hours |
8 Hours
2 Business Days | 5 Business Days |
Medium |
Any Defect, error, bug or malfunction that affects the use of the Software but that is not: (a) a Priority 2 (High) request; (b) a Priority 1 (Critical) request; or (c) a single question functional or technical on the software installed at Client servers or on-cloud.
6 Hours
2 Business Days
The application or specific feature isn't working as expected, but there is a workaround available. Users' experience is impacted, but their job function is not impaired. | 4 Hours | 3 Business Days | 20 Business Days | |
Low | Typically smaller paper cuts such as cosmetic errors, or non-critical functionality not behaving as expected. | 4 Hours | 5 Business Days | 20 |
Business Days |
Our Standard Support Includes
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