SUPPORT
Tiered support for every system we touch
SAP, Oracle, Dynamics 365, and our own products — supported under one SLA-backed model.
L1 — Helpdesk
First response, triage, and training-related requests.
L2 — Configuration
Minor configuration changes and issues escalated from L1.
L3 — Engineering
Code-level fixes, root-cause analysis, and change requests.
Sample SLA Targets
Response times by priority
Confirmed per engagement in the support agreement.
| Priority | Response Time | Notes |
|---|---|---|
| P1 — Critical | 4 hours | Production down or a core function unavailable |
| P2 — High | 1 business day | Significant impact with a usable workaround |
| P3 — Standard | 2 business days | Minor issue or a cosmetic defect |
| Target Uptime | 99%+ | Confirmed per engagement in the support agreement |
Submit a Request
Open a support ticket
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