Service Levels

The following overview of Service Levels indicates the response times after notification by the customer of a technical problem. technical problem. To qualify for the minimum response times, the customer reports the problem via email support@konfuzio.com. For each support request, the manufacturer will assign a assign a unique case number (IT Ticket).

Once the Manufacturer has received sufficient details to isolate or reproduce the bug, the Manufacturer will assign a priority level to the bug according to the table. The response for the initial assessment will be given according to the table. When the initial assessment is complete, the manufacturer will provide the customer with an estimated time frame for the resolution. for the solution.

Priority	Description	Examples	First response target
Urgent	Production system completely blocked with no apparent workaround: one or more models cannot be run in a production system.	Licence key error for production system Segmentation error for production system.	Within 4 business hours
High	Non-blocking problem for a production system: a malfunction of one or more functions on a production system, although a workaround is available.	Unexpectedly slow performance for a production system Error in certain parameter values for a production system.	Within 8 business hours
Important	Any problem with a non-production system: any malfunction of functions for a non-production system or any request for performance evaluation and optimisation.	Any failure in a non-production environment, benchmark requests.	Within 7 working days
Normal	All other queries.	How-to questions, product suggestions, questions about issues in service level exceptions.	Within 10 working days

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