Severity Level | Description | Response Time | Target Restoration Time |
---|---|---|---|
Critical | Serious service impact, e.g., entire service down | 30 minutes | 4 hours |
Major | Noticeable service impact, e.g., an operator appears suddenly unavailable | 2 hours | 24 hours |
Minor | Standard issue, e.g., related to specific phone numbers | 4 hours | 5 business days |
For more information, please check our Service Level Agreements (SLAs) and Support Policy or contact support@tyntec.com