Standard
Astro Support
Support Services are provided in response to Support Requests submitted via a new request form or email. Customer may submit Support Requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer.
| Defect Priority Level | Business Impact | Standard Target Response Time | Solution Definitionone or more of the following is true |
| P1 - Urgent | Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists. | 6 Hours24x7 | Issue is resolvedWorkaround is providedFix is provided |
| P2 - High | Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists. | 1 Business Day | Issue is resolvedWorkaround is providedFix is provided |
| P3 - Low | There is a partial, non-critical loss of use of the service with a low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable. | 2 Business Days | Issue is resolvedWorkaround is providedFix incorporated into future release |
| P4 - Minor | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. | 3 Business Days | Answer to question is providedEnhancement request logged |
Premium
Astro Support
Support Services are provided in response to Support Requests submitted via a new request form or email. Customer may submit Support Requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer.
| Defect Priority Level | Business Impact | Premium Target Response Time | Solution Definitionone or more of the following is true |
| P1 - Urgent | Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists. | 1 Hours24x7 | Issue is resolvedWorkaround is providedFix is provided |
| P2 - High | Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists. | 4 Hours24x5 | Issue is resolvedWorkaround is providedFix is provided |
| P3 - Low | There is a partial, non-critical loss of use of the service with a low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable. | 1 Business Day | Issue is resolvedWorkaround is providedFix incorporated into future release |
| P4 - Minor | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. | 2 Business Days | Answer to question is providedEnhancement request logged |
Business Critical
Astro Support
Support Services are provided in response to Support Requests submitted via a new request form or email. Customer may submit Support Requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer.
| Defect Priority Level | Business Impact | Target Response Time | Solution Definitionone or more of the following is true |
| P1 - Urgent | Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists. | 30 Minutes24x7 | Issue is resolvedWorkaround is providedFix is provided |
| P2 - High | Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists. | 2 Hours24x5 | Issue is resolvedWorkaround is providedFix is provided |
| P3 - Low | There is a partial, non-critical loss of use of the service with a low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable. | 1 Business Day | Issue is resolvedWorkaround is providedFix incorporated into future release |
| P4 - Minor | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. | 2 Business Days | Answer to question is providedEnhancement request logged |
