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.
| Severity | Description | Enterprise Edition | Business Edition | Basic Edition |
|---|---|---|---|---|
| One | Production System Down | 6 hours | 3 days | 5 days |
| Two | Major Impact | 1 day | 3 days | 5 days |
| Three | Minor Impact | 2 days | 3 days | 5 days |
| Four | Enhancement / Question / How-to / Cosmetic | 2 days | 3 days | 5 days |