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Service Level Agreement

Service Level Agreement

Owned by ILA eSolution
Last updated: Jan 13, 2019

SUPPORT

TIME TO FIRST RESPONSE
IssuesGoal
issuetype = Bug AND priority = Highest12h
issuetype = Bug AND priority = High24h
All remaining issues48h
TIME TO RESOLUTION
IssuesGoal
priority = Highest48h
All remaining issues96h


DEVELOPMENT

  • Feature request or enhancements will be addressed within in 3 months time
  • Performance or Bug Fixes will be addressed within a week time

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