Response times are based on your Service Level Agreement with LemonEdge. Please refer to our Standard and Enterprise SLA levels below.
The following definitions of Priority should be used when filing Support Requests:
High Business Impact - Errors or defects in the Software preventing or having a severe impact upon the availability or operation of the Software, in circumstances in which the Software cannot reasonably be used by Client in a live production environment.
Normal Business Impact - Errors or defects in the Software having a minor impact upon the availability or operation of the Software, in circumstances in which the Software can continue to be used by Client in a live production environment without significant loss or functionality or productivity.
Low Business Impact - Cosmetic or minor errors or defects in the Software which do not materially impact upon the availability or functional operation of the Software (which can continue to be used by Client in a live production environment).
Response Time SLA's
| Priority | Standard | Enterprise |
|---|---|---|
| Low | 12 Hours | 12 Hours |
| Normal | 8 Hours | 3 Hours |
| High | 4 Hours | 1 Hour |
LemonEdge will make every effort to adhere to the response times for issues within the scope of its own software.
Support Hours are Monday-Friday 08:00-24:00 (UTC)
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