Customers who have subscribed to SoftwareIDM Operational Services (SOS) for Identity Panel Azure Marketplace Edition receive the following SLA.
To open an Incident, go to https://support.identitypanel.com, authenticate using your account associated with this SOS subscription, and select Type: Incident. Select the Severity by selecting the associated Priority.
|
Priority |
Critical | Description | Initial Response | Follow-up | Escalation |
|
Urgent (Critical) |
Critical | Product tenant down or unavailable |
< 2 hours 8-22 M-F UTC < 3 hours all other times |
Within every 60 minutes from the initial response time | Within 4 hours from the initial response time |
| High | High | SIGNIFICANT BUSINESS IMPACT. Severely degrading response time. Loss of service(s) - where a core part of the system fails to function and affects users system wide, e.g. a particular module is unavailable or will not update. No user able to login or impact of security changes |
< 2 hours 8-22 M-F UTC < 3 hours all other times |
Within every 60 minutes from the initial response time | Within 4 hours from the initial response time |
| Normal | Medium | Low business impact. Issue for which there is a workaround available, where the issue has minimal user impact. |
Within 4 hours | Within every 24 hours | Within 2 working days from the initial response time |
| Low | Low |
Negligible Business Impact Look & feel issues |
Within 24 hours | Within every 48 hours | Within 5 working days from initial response time |
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