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    How to get help and support?

    The different options currently available are:


    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 PriorityMaximum Response TimeMaximum Resolution TimeDefinition
    1 – Urgent15 minutes4 HoursCritical Business Impact, production line down
    2 – High1 Hour8 HoursMajor Business Impact, multiple users affected, no workaround available
    3 – Medium2 Days2 WeeksModerate Business Impact, single user affected, workaround available
    4 – Low8 Days4 WeeksLow Business Impact
    5 – Project  Timeframe to be decided through coordination between the Project Manager and development, based on resources available, requirements and time estimates.