Getting help
The different options currently available are:
- eLearning platform with self-paced tutorials
- Read the online manual
- Watch these short videos
- Send an email to open a support ticket to support@hackolade.com
Support response times and Service Level Agreement: Hackolade provides maintenance and support for its products according to the following Maximum Response Times and Maximum Resolution Times. The Maximum Response Time and Maximum Resolution Times identified below are calculated using standard business hours and days:
Ticket Priority | Maximum Response Time | Maximum Resolution Time | Definition |
---|---|---|---|
1 – Urgent | 15 minutes | 4 Hours | Critical Business Impact, production line down |
2 – High | 1 Hour | 8 Hours | Major Business Impact, multiple users affected, no workaround available |
3 – Medium | 2 Days | 2 Weeks | Moderate Business Impact, single user affected, workaround available |
4 – Low | 8 Days | 4 Weeks | Low Business Impact |
5 – Project | Timeframe to be decided through coordination between the Project Manager and development, based on resources available, requirements and time estimates. |