SLA Severity Levels & Response Commitments
Indeavor responds to support tickets based on severity level during customer support hours.
Severity | Impact | Initial Response Time | Resolution Commitment |
Urgent | Software is completely inoperable | Within 2 hours | Fix within 24 hours |
High | Loss of core functionality or critical business process | Within 2 hours | 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 |
Note: All response times are during customer support hours. Resolution may involve configuration changes, development, testing, and release.
2. Platinum Support – Extended Services
Platinum tier includes extended services for business operations across platform areas:
Supported Operations & Platform Areas
New Employee Onboarding
Employee records, Role assignment, Base schedule assignmentBid OU Assignments
Employee records, Role assignment, Base schedule assignmentLabor Standards & Demands
Create/drop demands, end prior demandsSeasonal & Temporary Ramp Up/Down
Employee records, Role assignment, Base schedule assignmentAsset & Equipment Management
Employee records, Job and DemandsPlatform Report Configuration
Report setup and customizationSingle Sign-On (SSO) Management
Update SSO certifications and configurationTraining Delivery
Super User Training – Scheduling
Note: All requests are reviewed by the Indeavor Change Control Governance Committee.
3. Indeavor Support Tiers Comparison
Tier | Available Services | Support Coverage |
Platinum | In-App/Chat/Email/Phone Support, Extended Services, KBAs, Indeavor Learning Hub, Community Forum, Quarterly Support Report, Unlimited Support Ticket Submitters | 24x7 / 365 |
Gold | In-App/Chat/Email/Phone Support, KBAs, Community Forum, Unlimited Support Ticket Submitters | 24x7 / 365 |
Silver | In-App/Email/Phone Support, KBAs, Community Forum, 3 Support Ticket Submitters per site | 24x7 / 365 |
FAQ: How do I log into Indeavor Learning Hub (ILH)?
FAQ: How do I log into Indeavor Learning Hub (ILH)?
Customers in Implementation and Platinum can use the "Don't have an account? Create one now" link to self register if they don't already have a log in.