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sla-policies.md
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sla-policies.md
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---
title: "Support SLA Policies"
date: 2023-08-14
tags: ["SLA", "Policies"]
description: "This page outlines our Tyk Support SLA Policies"
menu:
main:
parent: "Frequently Asked Questions"
weight: 0
---
The following table outlines our current Tyk Support SLA Policies
{{% scrollable-width %}}
| Included Capabilities | Free | Standard | Enhanced (Silver) | Premier | Signature (Gold) |
| -------------------------------- | ------------ | ---------------------------------------------------- | -------- | ---------- | --------- |
| Type | Best Efforts | Best Efforts | SLA | SLA | SLA |
| Support Hours | \- | \- | 9x5 1TZ | 24x7x365 | 24x7x365 |
| Number of Named Users | 0 | 1 | 3 | 5 | 10 |
| Response Time - Severity 1 | \- | 48 hours | 4 hours | 2 hours | 1 hour |
| Response Time - Severity 2 | \- | 96 hours | 12 hours | 8 hours | 4 hours |
| Response Time - Severity 3 | \- | 14 days | 24 hours | 24 hours | 8 hours |
| Issue Prioritisation | Low | Low | Medium | High | Highest |
| Custom Solution Architect | \- | \- | \- | Pooled | Named |
| Community Forum | Included | Included | Included | Included | Included |
| Support Portal | \- | Included | Included | Included | Included |
| Screen Shares | \- | \- | \- | 6 per year | Unlimited |
| Phone Line for Severity 1 issues | \- | \- | \- | \- | Included |
| Release Notifications | \- | \- | Included | Included | Included |
| Playbooks | \- | \- | \- | Included | Included |
{{% /scrollable-width %}}