# Service Level Targets (SLTs)

#### Application <a href="#application" id="application"></a>

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](https://tiledesk.com/termsofservice/), 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.&#x20;

#### How does the support work? <a href="#how-does-the-support-work" id="how-does-the-support-work"></a>

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](/severity-definitions.md).


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