Service Level Agreement

The Service Level Agreement (SLA) defines your expected response and resolution time.

1 Overview of Priority Levels

Mapp prioritizes customer issues based on their impact and urgency. The priority levels are categorized as follows:

1.1 Priority 1 (P1)

Priority 1 (P1) tickets are incidents that prohibit the material use of your product, causing severe revenue or resource impact or system-wide performance degradation.

Response Time

• Initial response within 2 hours.

• Updates every hour until a resolution is reached, unless a different frequency is specified.

• Customers with contractual account access restrictions in the European Union will have their Priority 1 cases suspended at the end of regular business hours. For customers allowing global access, their cases will be handed to a new analyst until resolution is confirmed.

Special Instructions

• For P1 cases raised outside of business hours, contact the Mapp hotline directly.

• If an analyst is unavailable, leave a voicemail to trigger alerting.

Priority Downgrade

A P1 case may be downgraded to a lower priority under the following circumstances:

• The issue no longer severely impacts the product experience.

• The customer requested a downgrade.

• Lack of customer response to requests for information.

1.2 Priority 2 (P2)

Priority 2 (P2) tickets are for problems that significantly impact business operations but allow operations to continue in a degraded fashion. The issue significantly impacts portions of the customer’s normal business operations and productivity. Workarounds may be available but are not ideal.

We recommend that P2 tickets be raised via the Support Portal

Response Time

• Initial response within 1 business day.

1.3 Priority 3 (P3)

Priority 3 (P3) tickets address issues with negligible business impact. These may involve minor inconveniences or non-urgent queries.

P3 tickets should also be raised via the Support Portal.

Response Time

• Initial response within 2 business days.