When creating a support request through our Service Desk, our Customer Support & Operations team will respond within the SLA detailed in the table below.
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- Submitting a ticket on the Customer Portal through Service Desk (signup is required for new customers)
- Sending an email to: support@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 / Question | 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 | 2 Hours | 6 Hours | 2 Business Days |
High | Any Defect, error, bug or malfunction that causes significant system degradation, without causing Priority 1 (Critical) issue of the software installed at Client servers or on-cloud | 4 Hours | 8 Hours | 2 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 | 4 Business Days |
Our Standard Support Includes
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