Support Service Level Agreement (SLA)

Modified on Tue, 15 Apr at 5:53 PM

ManagementStudio Support SLA

Support is provided to all customers that have purchased a subscription or an active maintenance agreement. Should issues arise, ManagementStudio is committed to providing the following response and resolution times when notified by email or the self-service portal:

Priority Level	Description	Supplier Acknowledgement Time	Supplier Response Time	Target Resolution Time
Urgent	Problem results in extremely serious interruptions to a customer's operation	4 or less hours	8 or less hours	2 working days
High	Problem results in serious interruptions to normal business operations	4 or less hours	8 or less hours	4 working days
Medium	Problem causes interruptions in normal operations	1 working day	2 working days	6 working days
Minor (default)	Problem results in minimal or no interruptions to normal operations (no business impact)	1 working day	2 working days	8 working days

This information does not replace the SLA agreed in your terms and conditions or Master Services Agreement (MSA).

Setting Priority Levels

Tickets Created Using the Self Service Portal

Customers logging issues using the self-service portal will have the option to specify the priority level when creating the ticket. This is the recommended approach for all urgent and critical issues to ensure that the team are notified as soon as possible.

Tickets Created via Email

Due to the free-text nature of email, any issues logged via support@managementstudio.com will default to 'Minor' priority level. If this issue requires a higher priority, the ticket will need to be updated afterwards using the link in the acknowledgment email.