SLA
Severity Level Response Times
| Severity Level | Definition | Initial Response Time | Canner Responsibility | Customer Responsibility |
|---|---|---|---|---|
| L1: Urgent | Service down or operation critically impacted with no known workaround. | 4 business hour | Canner will commit necessary resources until a resolution is achieved. Senior management immediately notified. | Necessary resources committed to provide diagnostics to Canner as needed |
| L2: High | Service/Operation highly impacted. Customer cannot use the key features or cannot temporarily avoid errors. | 16 business hours | Canner will commit resources during normal business hours to resolve issue or obtain Workaround. | Resource available Monday-Friday during Customer local business hours to provide diagnostics to Canner as needed. |
| L3: Normal | Moderate to negligible impact on Service. Customer can still use some functionality of the Service without impacting business. | 32 business hours | Canner will commit necessary resources during normal business hours to restore operations to satisfactory levels. | Resource available Monday-Friday during Customer local business hours to provide diagnostics to Canner as needed. |
| L4: Low | Low-to-no impact on Customer’s access to and use of the Service. | 96 business hours | Canner will commit necessary resources during normal business hours to clarify issues and schedule for future release if necessary. | Resource available Monday-Friday during Customer local business hours to provide diagnostics to Canner as needed. |
Support Hours
Our support business hours starts from 9:00 to 18:00 (UTC+8) every Monday to Friday.