As a part of the Service Level Standards, we will use our best efforts to remedy any defects in the functioning of the Product within the below mentioned timelines, based on the categorization of a defect. These SLA are not applicable for Enterprise customers or those with customized pricing plans. Customer specific SLA's will be available for Enterprise Clients.
||Response Time||Resolution Time|
|Urgent||Customer’s business is severely impacted such that:
||< 1 hour||< 24 hours|
|High||Key functionality is failing and blocks significant functionality in the system. It does not mean a shut-down or unavailability or API
||< 12 hours||< 48 hours|
|Medium||Impacts a very small functionality in the product.
||< 24 hours||Based on time and effort estimation.
|Low||Any issue or change required by a specific customer, outside of the existing functionality of the product.||48 - 72 hours||Based on time and effort estimation.
For customers in FREE plans, we will offer resolution only via email and under Severity Level "Low".