Support SLA Policies
The following table outlines Workscope's SLA and support policies.
| Coverage | Standard | Premium |
| Support Hours | Best Efforts, Monday-Friday, not including holidays | 8am-6pm Local Time (1 timezone), Monday-Friday (including holidays) |
| Number of Named Users | 1 | 3 |
| Response Time - Severity 1 | 48 hours | 4 hours |
| Response Time - Severity 2 | 96 hours | 12 hours |
| Response Time - Severity 3 | 14 days | 24 hours |
| Issue Prioritisation | Normal | Depends on Severity |
| Channel Availability | Email, Support Portal | Email, Support Portal, Microsoft Teams, Screenshare |
| Release Notifications | Included | Included |
| Private Microsoft Teams Channel | N/A | Included |