Product Support Response SLA’s
Support Hours : 9 AM to 6 PM IST
Support Number : +91-9986909291
Email Id : firstname.lastname@example.org
Escalation Email : email@example.com
While Leanpitch attempts to respond to all issues in a timely manner, issues that hurt our customers’ production applications (i.e. Level 1, Level 2) take priority. “Production” is defined as an instance of Atlassian software with plug-ins developed by Leanpitch actively used by the customer’s business users it does not include testing systems or production staging systems or environments.The below SLAs apply to all our plug-ins except if its outside working hours.
|Level of Severity||Description of Severity||Characteristics||Server||Cloud||Premier*|
|Level 1 – Critical|| Critical Business Impact: Critical issue occurring on production
system preventing business operations.
A large number of users are prevented from
working with no procedural workaround.
||1 hr||NA||30 min|
|Level 2 – Major|| Significant Business Impact:
Major issue occurring on production system
severely impacting business. A large number of users are impacted
by issue but they are still able to work in a limited capacity.
||4 hrs||NA||2 hrs|
|Level 3 – Medium|| Minimal Business Impact:
Issue causing a partial or non-critical loss of functionality
on production system. A small number of users are affected.
||8 hrs||NA||8 hrs|
|Level 4 – Low|| Normal Business Impact: issue occurring on
non-production system or question, comment,
feature request, documentation issue or other non-impacting issue.
||24 hrs||NA||24 hrs|
* Premier Support can be purchased in addition to product licenses.