As a client of Cocentric you are entitled to the below SLA's unless an alternate agreement for Advanced or Premium support has been made.
o Support available Monday – Friday (9 am – 5 pm GMT)
o Communication times by issue category:
•Urgent: Where an issue prevents the application from running, and the application is no longer usable.
•High: Where an issue prevents certain functionality from working properly, but the system is still usable for most users.
•Minor: Where an issue does not affect the system from functioning properly
•Low: Where a technical issue doesn’t exist, but the client has questions or is looking for guidance.