Service Level Targets (SLTs)

Application

Service Level targets refer to both Cloud and On-premise installations concerning the Custom Plan.

For the period in which all payments have been made correctly and the Company remains fully in agreement with the Terms and Conditions, Tiledesk will make all reasonable efforts to provide the necessary support.‌

The Company agrees to send his support requests to Tiledesk through the tools prepared and communicated in the purchase order. Requests outside the channels indicated in the order will not be taken into consideration.‌

Intervention times always depend on the extent of the problem encountered and are shown below.

How does the support work?

Below are the target response times for a support case based on the customer’s Custom Plan type and support case severity level.

Severity	Short title	Response time
One (1)	Production System Down	2 Business hours
Two (2)	Production – Major Impact	4 Business hours
Three (3)	Production – Minor Impact	1 Business day
Four (4)	Question/How-to/Enhancement	2 Business day

Subsequent Service Level Target Response Times

Severity	Short title	Response time
One (1)	Production System Down	Business hourly
Two (2)	Production – Major Impact	Every two business days
Three (3)	Production – Minor Impact	Every three business days
Four (4)	Question/How-to/Enhancement	Every five business days

Do you have a doubt about the severity of your case? Check our severity definitions.