SMSEagle Support Vertragsverlängerung über 2 Jahre
|Basic SLA:||5×9 Business Day*|
|Remote connection support||Yes|
|Access to Support Center Knowledgebase||Yes|
|Commited Response time to Priority-1 issues**||2H|
|Commited Response time to Priority-2 issues**||8H|
|Commited Response time to Priority-3 issues**||24H|
*Business Day hours
Our business hours cover Monday through Friday, 8:00 AM GMT+1 to 5:00 PM GMT+1, excluding major PL holidays.
The priority level of the submitted ticket is used to determine the response time guarantee.
PRIORITY -1: BUSINESS CRITICAL
Represents a device completely not usable or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
PRIORITY-2: DEGRADED USABILITY
Includes intermittent issues with devices stability and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
PRIORITY-3: GENERAL ISSUE
Includes product questions, feature requests and development issues.