PrimeKey offers two types of Service Level Agreements (SLAs):
- Standard 8/5 SLA: Monday to Friday during office hours (9:00 to 17:00), official holidays closed.
- Premium 24/7 SLA: Same as standard plus the hotline is available all year round.
The following lists priorities and response times (RT*):
|Priority||Description||Severity||RT* Premium SLA||RT* Standard SLA|
|Blocker||Blocks development and/or testing work, production could not run.||Severity 1||4||8|
|Critical||Crashes, loss of data, severe memory leak.||Severity 1||4||8|
|Major||Major loss of function.||Severity 2||8||16|
|Minor||Minor loss of function, or other problem where easy workaround is present.||Severity 3||24||32|
|Cosmetic||Cosmetic problem like misspelt words or misaligned text||Severity 4||24||64|
* RT: time for first response measured in working hours.
If you want to upgrade your PrimeKey Support agreement or have any other questions, please contact firstname.lastname@example.org.