Description of Support Services
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Category Level
Criteria
Problem Response Time within Business Hours
Problem Response Time outside business hours
1
Unplanned interruption rendering the services related to the Products / Custom Products unavailable for the End User
2 Hours
2 Hours
2
Unplanned interruption rendering a specific Services being unavailable for the End User
4 Hours (Time within 9 am to 6 pm India Standard Time Monday through Friday)
4 Hours
3
Services are unavailable for a single End User or a small percentage of End Users are affected
8 Business Hours (Time within 9 am to 6 pm India Standard Time Monday through Friday)
16 Business Hours
4
Intermittent problem
8 Business Hours
End of next Business Day
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It is hereby clarified, the time period indicated above shall commence, only after a support ticket has been raised on Datonis Support Center.
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For avoidance of doubt, the time period for resolving a support ticket is subject to multiple factors including external factors and those arising out of product issues and therefore the resolution to the support tickets shall be subject to these factors.
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Support Ticket can be raised by visiting https://support.datonis.io/