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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 help@lexzur.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 | 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 | 2 Business Days | 5 Business Days | |
Medium | 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 |
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