If you submitted a request for help, report a problem/ issue or have questions about Xray at our support portal https://jira.getxray.app/servicedesk/customer/portal/2 you will get an answer at least 3 business days.
Check the table for the complete SLA on time to reply.
| Support Level | Severity | SLA |
|---|---|---|
| Standard - Monday to Friday | S1 Critical | 8 business hours (1 day) |
| S2 Serious | 24 business hours ( 3 days) | |
| S3 Moderated | 24 business hours ( 3 days) | |
| S4 Minimal | 24 business hours ( 3 days) | |
| Priority - Monday to Friday | S1 Critical | 6 hours |
| S2 Serious | 10 hours | |
| S3 Moderated | 36 hours | |
| S4 Minimal | 48 hours | |
| Enterprise - 24/7 | S1 Critical | 4 hours |
| S2 Serious | 8 hours | |
| S3 Moderated | 24 hours | |
| S4 Minimal | 48 hours |
What about severity?
This is what they mean:
S1 Critical: Application down or major malfunction affecting business and high number of staff
S2 Serious: Serious degradation of application performance or functionality
S3 Moderated: Application issue that has moderate impact to the business
S4 Minimal: Issue that has minimal impact on business and can be tolerated for a reasonable period
When opening a Customer ticket Severity field is optional and should be filled according to your understanding of the issue (but might be adjusted by support if new information comes to light that changes the Severity).