Support SLA

TIBET Support SLA Definitions

TIBET support is response-time based, no incident limits or off-hours. We're here 24x7.
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"Request" =>
Filing a GitHub issue from a supported GitHub ID (supplied during purchase).
"Issue" =>
A reproducible difference between observable operation and documented features.
"Response" =>
An initial GitHub issue update within your plan response time. Subsequent interactions should be timely.
"Support" =>
Focused effort toward issue resolution. Not every issue can be solved but we are committed to focused effort.
"Escalation" =>
Chat, video conference, or phone support done on an issue-by-issue basis at Team TIBET's discretion.
"Resolution" =>
Software and/or documentation changes we agree resolve the issue. Upon agreement the request will be closed.