ZeroStack Support – Software SLAs

SLA Level	P1 / Urgent	P2 / High	P3 / Normal	P4 / Low
Description	Business Critical/ Production Down	Major Issue	Minor Issue	Cosmetic Issue
Scenario	e.g. Critical apps are down/not accessible. Alarms and alerting services are down. Need to get a workaround in the least amount of time	e.g. User logins are working intermittently with the console and workloads. Slow application performance impacting important business activities	e.g. Trouble creating a new workload, misunderstanding of functionality	e.g. user interface look and feel issues, workflow questions
Response Time	30 minutes or fewer	2 hours or fewer	4 hours or fewer	8 hours or fewer

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