Support SLAs
| Standard Support | Enhanced Support | |
|---|---|---|
| Availability | Worldwide | Worldwide |
| Electronic submission | 24/7 shared portal | 24/7 dedicated portal |
| Telephone submission | Not available | 24/7 |
| Support hours | Standard business hours | Standard business hours (24/7 for severity 1) |
| Response target | 1 business day | 2 hours |
| Max priority level | High | Severity 1 (blocker) |
| Patching & upgrade services | — | Optional |
| Cost | Included in hourly instance cost | Additional fee (quarterly basis) |
All response targets operate on a "reasonable commercial endeavours" basis.
Standard Support requires registration at support.midvision.com. Your Marketplace ID will be verified on registration.
Custom SLAs are also available upon request. Contact us to discuss your requirements.