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This document applies to all online customers with a valid and active subscription of the WaveMaker platform.
Level | Severity | Definition |
1 | Critical | Production system is fully down or there is substantial loss of service that impacts work. The situation can be described as an emergency. |
2 | Major | Important features are unavailable causing major impact although restricted operation is possible. Some or all users may be affected. |
3 | Minor | Minor loss of service causing inconvenience, but no loss of data when functionality is restored; a workaround may fix the error at least temporarily. |
4 | Question | Information request or clarification on a function or newly deployed feature; no loss of service is experienced. |
The table below provides features of Standard Support option.
Facility/Feature | Standard Support |
Incident reporting | Designated Support Contacts may report all incidents through Email support address provided by WaveMaker |
Designated Support contacts | 1 |
Incidents | 10 per month |
Response time | 1 business day |