Indeavor

SLA Severity Levels &amp; Response Commitments

Indeavor responds to support tickets based on severity level during customer support hours.

Note: All response times are during customer support hours. Resolution may involve configuration changes, development, testing, and release.

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3. Indeavor Support Tiers Comparison

Go to <a href="https://learning.indeavor.com/" rel="nofollow noopener noreferrer" target="_blank">https://learning.indeavor.com/</a>

Customers in Implementation and Platinum can use the "<a href="https://learning.indeavor.com/register" rel="nofollow noopener noreferrer" target="_blank">Don't have an account? Create one now</a>" link to self register if they don't already have a log in.

FAQ:  How do I log into Indeavor Learning Hub (ILH)?

Indeavor Customer Support Commitments/ Support Tier Comparison & SLA Breakdown / Indeavor SLA Response Times & Support Services

Indeavor Service Level Agreement (SLA) & Support Tiers Overview

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Severity	Impact	Initial Response Time	Resolution Commitment
Urgent	Software is completely inoperable	Within 1 hour	Fix within 24 hours
High	Loss of core functionality or critical business process	Within 1 hour	Configuration fix within 2 days or next release
Medium	Limited core scheduling or non-core issues (e.g., Reports)	Within 4 hours	Configuration fix within 5 days or future release
Low	Cosmetic or avoidable issues	Within 4 hours	Configuration fix within 5 days or future release