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.

Days and hours below are based on UK business hours.

SeverityDescriptionEnterprise EditionBusiness EditionBasic Edition
OneProduction System Down6 hours3 days5 days
TwoMajor Impact1 day3 days5 days
ThreeMinor Impact2 days3 days5 days
FourEnhancement / Question / How-to / Cosmetic2 days3 days5 days