Support Service Level Guidelines

Support Guidelines for Denis Enterprises Customers

Service Levels

Denis Enterprises is committed to the success of its customers and understands the importance of responsiveness and fast resolution times in case of a technical error.

Severity	Response Time (During regular business hours)	Response Time (Outside regular business hours)
URGENT	≤ 4 hours	≤ 24 hours	or ≤ 4 hours once we reopen for business
HIGH	≤ 8 hours	≤ 48 hours	or ≤ 8 hours once we reopen for business
NORMAL	≤ 12 hours	N/A
LOW	≤ 24 hours	N/A

NOTE: Denis Enterprises Support can change the severity of the incident, if it was not set reasonably.