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.

SeverityDescriptionEnterprise Edition
OneProduction System Down6 Business Hours
TwoMajor Impact1 Business day
ThreeMinor Impact2 Business days
FourEnhancement / Question / How-to / Cosmetic3 Business days