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VISALLO SUPPORT POLICY

Effective starting January 1, 2018

The table below outlines the details of Visallo Software Support options. The option selected will be detailed on the Order.

Visallo Standard Support Visallo Premium Support
Business hours coverage Business hours coverage
4 hours

response time for critical severity issues

2 hours

response time for critical severity issues

2 business day

response time for high severity issues

1 business day

response time for high severity issues

4 business days

response time for medium severity issues

2 business days

response time for medium severity issues

5 business days

response time for low severity issues

3 business days

response time for low severity issues

10 max annual incidents Unlimited annual incidents
2 support contacts 4 support contacts
web and email support web and email support
phone response

SLA Definitions of Severity

The following definitions define the criteria for determining what severity an issue should be assigned.

  • Critical - Production system is down or severely impacted such that routine operation is impossible
  • High - Production issue where the system is functioning but in degraded or restricted capacity
  • Medium - Production issue where minor functionality is impacted or a development issue
  • Low - Request for information with no impact to business operations