Service Level Objectives (SLO)
The table below provides a list of the initial target response times for a support case based on the support case severity level. All the support contact details will have been provided together with your license agreement.
All the your support cases can be viewed at any time on the Mambo Support Portal.
|Severity||Description||Enterprise Edition||Community Edition|
|One||Production System Down||6 Business Hours||Not Available|
|Two||Major Impact||1 Business day||Not Available|
|Three||Minor Impact||2 Business days||Not Available|
|Four||Enhancement / Question / How-to / Cosmetic||3 Business days||Not Available|