By leveraging Platformer's experience and best practices in DevOps and Site Reliability Engineering,
enable your teams to focus on building applications and services while we look after the underlying infrastructure for you.
|Priority||Meaning||Initial Response Time||Resolution Time|
|P1||The service is down or is causing major problems to the customer in the operation of its normal business.||Within 1 hour of the support request being logged||Within 3 hours of the support request being logged|
|P2||Defective service functionality leading to a severe loss of service in the customer’s operating environment (e.g: a subset of critical functionality down or inoperable) causing significant business impact.||Within 4 hours of the support request being logged||Within 10 hours of the support request being logged|
|P3||A function of the service is unavailable or not working as specified.|
An important issue without significant and immediate operational impact (other services are functional).
A request for information about the services/software where the information is required urgently.
|Within 1 Business day of support request being logged||Within 5 Business days of the support request being logged|
|P4||A function of the service is not working as specified and has little or no operational impact.|
A request for information about the service/software where the relevant information is not required immediately.
|Within 3 Business Days of support request being logged||Within 10 Business days of the support request being logged|