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Severity | Initial Response Time | Target Resolution Time |
|---|---|---|
Critical (P1) | 4 hours | 1 business day |
High (P2) | 1 business day | 2 business days |
Medium (P3) | 1 business day | 5 business days |
Low (P4) | 1 business day | 10 business days |
6. Support Channels
Email: plugins@dsr-corporation.com
Support Portal: https://dsr-plugins.atlassian.net/jira/software/c/projects/DSRSUPPORT/boards/3
7. Client Responsibilities
Provide all necessary information and access to the Service Provider to diagnose and resolve issues.
Use the plugin in accordance with the documentation and guidelines provided by the Service Provider.
Ensure that their environment meets the minimum requirements for the plugin.
8. Maintenance and Scheduled Downtime
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