SaaS Edition Service Level Agreement
For customers subscribing to the Pro Custodibus SaaS Fully Provisioned plan, the Pro Custodibus support team will make a best-effort attempt to respond to and resolve support requests according to the following schedule:
| Severity Level | Description | Response Time | Resolution Time |
|---|---|---|---|
Severity 1 |
Critical: The software has stopped working and is preventing critical day-to-day business activities. |
1 hour |
4 hours |
Severity 2 |
High: Use of the software is significantly impacted by the failure of a major function of the software. |
2 hours |
48 hours |
Severity 3 |
Medium: The software has a minor problem with a small or moderate impact on normal operating activities. |
12 hours |
1 week |
Severity 4 |
Low: Software questions or assistance not related to an ongoing incident. |
1 day |
1 week |
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