Adeptia Connect Cloud SLA

This document outlines Adeptia Cloud standard Service Level Agreements (SLAs) offered for our Cloud Hosting and Adeptia Support services and may be negotiated as part of a signed customer contract.

Standard Adeptia Tech Support Hours of Operation	24/7
Specialized Infrastructure team is available on Weekdays (Monday – Friday / 1O:3O PM – 1:3O PM EST), with on-call availability for Critical and High Priority Cloud Hosting and Application issues.

Adeptia Cloud Hosting

All issues related to Adeptia Cloud Hosting should be logged in the Adeptia Tech Support Portal ticketing system. If you do not have access to the support portal, please reach out to help@adeptia.com.

Issue Category	SLA Response	Target Resolution	Issue Type
Severity 1 Critical	30 Minutes	12 Hours	Customer Production environment down, causing critical impact to business operations if service is not restored quickly
Severity 2 High	1 Hour	24 Hours	Customer Production environment is severely degraded, impacting significant aspects of your business operations Customer Non-Prod environment is down Internal Presales and Customer Training Systems are down
Severity 3 Medium	4 Hours	5 Business Days	Customer Production environment and/or functionality are noticeably impaired, but most business operations continue. Customer Non-Prod environment is severely degraded Internal Development, Build, QA, R&D, Services, environment are down, impacting delivery of release, patch, build etc.
Severity 4 Low	1 Business Day	10 Business Days	Customer requires information or assistance that is not critical to correcting a production problem, or any other non-immediate task. General request from Internal Development, Build, QA, R&D, Services, Tech Support, Presales Teams

Disclaimer: Issues related to Adeptia Framework itself are Adeptiaʼs responsibility to resolve. Any issues related to new development will be scoped and presented to the customer prior to development work commencing.