Priority | Definition |
Target Initial Response Time (Basic Support Plan) |
Target Initial Response Time (Business Support Plan) |
Target Initial Response Time (Enterprise Support Plan) |
P1 | Any Error in the Product that causes the Product to fail completely. | 1 Business day | 4 Business hours | 1 hour |
P2 | Any Error in the Product that causes a critical function of the Product to fail. | 1 Business day | 4 Business hours | |
P3 | Any Error in the Product that significantly impedes work with the Product. | 1 Business day | ||
P4 | Any Error in the Product that does not significantly impede work or progress. |
For Users using "free" level of support, free of charge, the Support and Maintenance Services described herein are provided on a "best effort" basis, and Ververica does not guarantee a response within any response timeframe.
The service standards set forth in this Support and Maintenance Terms assume that User as applicable, meet the following minimum system standards: