Premier and Unified support options. adobe. DocuSign Support Center. Extended Security Updates will be distributed if. Included (priority routing for critical) Included (priority routing for all incidents) Minimum Contract Size. This API allows you to update the severity level, ticket status, and your contact information in the support ticket. Microsoft Unified Support has a 600 hour minimum for Microsoft 365 and Azure DSEs. Service Level Agreement Limitations The following will be excluded from any time-based calculations related to the service component being Unavailable:In the Support method section, select the severity of the issue. In Australia, call 1 800 197 503. Initial Response Time (IRT) is defined as the time elapsed between a customer opening a support ticket and Microsoft responding to the ticket request. Microsoft Solution Roadmap; Microsoft Licensing Advisory; Differential Convert Management; Agency 365 Security Assessment; ERP Select Size. CSS Priority customers receive 24/7/365 for Severity 1 and Severity 2 issues. Grown out of the need for addressing and managing complex IT architecture issues, IT service management (ITSM) is a strategy that focuses on defining, managing, and delivering customer-focused IT performance as a service (Winniford et al. Source: US Cloud Microsoft Support Ticket Portal. Included with any Dynamics 365 purchase. A Snowflake Support engineer will follow up directly with the next steps to resolve your case. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. On average US Cloud Premier support resolves Microsoft support tickets 23% faster than Microsoft. Accelerate the value of your business-critical solutions with personalized support delivered through a mix of reactive, proactive, and in-. 24x7 1 Hrs. Please renew. Severities A and B are not available with the Developer support plan. Our world-class support team can help solve problems and resolve issues. 50. Evaluate & Accelerate Menu Switching. All new support cases are created, by default. Power BI benefits for Microsoft Premier or Unified support contracts. I opened a ticket at 8:45 AM on Friday, 9/17/21. 1 Professional Direct does not cover Business Central. Critical Severity 1: 15 min for Azure, 1 hour for all other products. The “Payment and Billing” page will show amounts payable including GST (if applicable) before you purchase. +1 4255332827. Click on the button named Copy. Basic Premier; Coverage Hours: M-F 9am-5pm 1: 24x7 (Severity 1 & 2) M-F 9am-5pm (Severity 3 &4) 1: Online documentation and knowledge base: Open University access: User Community access: Product suggestions:Microsoft Unified Support resolution times have gone through the roof in Q4 2022 leaving enterprises scrambling for alternatives. Q1, 2020. Maximum severity for Developer support is Severity C. Target initial response time <4 hours. From the list of entity records, select Service Level Agreements in Service Terms. This could include a customer data loss, a security breach, or. If you are unable to use Customer Connect to open a new support case or to escalate an existing case, please call VMware Support at 1-877-486-9273 for English language support in the U. Severity 3 - A moderate incident with a moderate impact that may affect non-critical functionalities or cause inconveniences for users. II. Select your time zone and an alternative language, if applicable. USD 100 per month. SLAs are used to define these different aspects of service. SLAs are defined based on 'Severity' (Critical / High / Medium / Low). If you have a Unified or Premier Support plan, please contact your Incident Manager or Customer Success Account Manager (CSAM). US Cloud Premier Support provides enterprises with economical, expert Microsoft technical support. Select your product and describe the issue. Availability Service Availability. 96%. This case is currently with the Windows team and due to high case volumes the Windows Support team is busy in clearing the backlogs. Billing support is provided in English from 9:00 AM to 5:00 PM (9:00 AM to 6:00 PM in Australia), Monday through Friday. Microsoft has changed the way customers and partners have access to support offerings, and Microsoft Premier Support and Microsoft Unified Support have become too complex to navigate. Catastrophic Business Impact: Complete loss of one or more primary systems or services and core business processes / business-critical work cannot reasonably continue. [2] For most countries and regions, business hours are from 9:00 AM to 5:00 PM (local time) Monday through Friday, excluding holidays. Compare plans. Learn more about cloud computing. Service Level Agreement Template Process (Master #1) This is the general service level agreement creation process that we published back in January. 3 Common Types of SLAs. Service Level Agreement for Premier Support Clients. Microsoft Find Roadmap; Microsoft Licensing Advisory; Digital Change Strategy; Secretary 365 Security. Standard. Low. Save 50% on Costs and Get adenine 15 Minute Response - Guaranteed Microsoft Prime Support SLA Understand Microsoft's SLA for Unified and Premier Support. You also ensure that Microsoft has your accurate contact information. 1 24x7 in English for Sev A and B and in Japanese for severity A. By default it is zero meaning there is no warning interval. Create and manage support requests for Microsoft Azure and Azure Dev Ops Services, including technical and billing help. Evaluate & Accelerate Menu Toggle. Service Grade Agreement with Premier Back Customers. Global 24/7 L2-4 Engineers. The correct answer is C. Severity levels of Support Tickets are chosen by the customers upon opening of the ticket and should reflect the business impact of the issue, according to the definition below. We would like to show you a description here but the site won’t allow us. The Service Level Agreements (SLA) describe Microsoft’s commitments for uptime and connectivity for Microsoft Online Services. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours (8am-6pm) as per regions listed in the Worldwide Support Services Guide. On the Support Request page, select New message. For example, if Data Center 1 fails, services are restored by resources in Data Center 2. 99. Business Central customers should contact their reselling partner to get help with technical problems. Pricing (USD) Starts at USD16,500 per year 5. MonitoringBilling support. upvoted 1 times. Understand Superior Support Response SLA times. All other business customers. Get one fast SLA use DCG up until 10 minutes. Get adenine faster SLA with DCG upward to 10 minutes. Azure Service Health helps you stay informed and take action when Azure service issues like incidents and planned maintenance affect you by providing a personalized health dashboard, customizable alerts, and expert guidance. 2 Severity A is only available to customers who had signed an advanced online service agreement with 21Vianet through a sales account manager. Log into Partner Center, using your work account. For example: At Atlassian, we define a SEV (severity) 1 incident as “a critical incident with very high impact. In the Microsoft Managed Desktop section, select Service requests. Enhanced Response. Download the most recent version (English) (November 2023): This support plan has been built to accelerate your cloud adoption journey through a complete coverage for cloud, hybrid, and on-premises solutions across all Microsoft products. the Support Portal or (b) within the Initial Response Times set forth in the table below for Severity 2 and Severity 3 Errors that are reported by a Technical Contact to Qlik via the Support Portal. Issue: Not applicable. Build a foundation for success with guidance from Salesforce-certified experts and instructors. Microsoft may provide limited or no technical support for SQL Server software. Learn more at Help and Support and Find a Reselling Partner. . Security & Compliance Center D. The All Service Level Agreements view is displayed. Save 30-50% with US Cloud. UK Department for Education. Microsoft Solution Roadmap; Microsoft Licensing Advisory; Digital Transformation Strategy; Office 365 Security Assessment; ERP Law Size Assessment;proactive support across all Microsoft technologies, Unified Enterprise helps customers reduce costs, optimize solutions, and move forward confidently. Support cases are opened through a special phone number and support queue with Microsoft Customer Service and Support (CSS). SLA will tell you how long this waiting period can be – ten seconds or ten minutes. A pooled team dedicated to helping you get the most out of your Azure service: 1 24x7 in English for Sev A and B and in Japanese for severity A. 4 Business Hours. 8:00 AM – 5:00 PM BST/GMT. EMEA (Europe, Middle East, and Africa) APAC (Asia, Pacific) 8:00 AM – 8:00 PM EST/EDT. CSS Priority, Priority Plus or TRM receive 24/7/365 for Severity 1 and Severity 2 and Business Hours for all other. 20 Mins 24x7 1 Hrs. Pricing (USD) Starts at USD16,500 per year 5. My Oracle Support - Version 3. An SLI (service level indicator) measures compliance with an SLO (service level objective). Gets communication details for a support ticket. The minimum contract price is $50,000. AutoML Translation. 2 Hours. 15 min response – SLA. Understand Premium Assist Response SLA times. USD 29 per month. 2 For non-technical support (Billing, subscription, quota, general inquiry, ICP support) of all. Priority 1 (P1) – A complete business down situation or singlecritical system down with high financial impact. Prices shown here and on following pages do not include GST. Technical Support: Severity A (crisis): 24 x 7. Severity Level 1 Support Level 2 Support Level 3 Support (any edition with both 24x7 support and High Availability) All Customers Customers with Premier Plus Success Plan; Urgent (highest) 4 Business Hours. Incident: At a minimum, every eight hours or mutually agreed upon frequency. 6; Select the severity, and support communication. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. The goals you put down in your service level agreement must be S pecific, M easurable, A chievable, R elevant, and T ime-bound or SMART. The Edit SLA form opens with the values populated while adding the SLA. It provides a consistent entry point for all Premier incidents, as well as a wealth of information on Microsoft products via newsletter, Web casts, and downloads. Send a message. When I received the email from Microsoft, it said a 4 hour callback. ; Unified Support Service Level Agreement (SLA) – Initial Response Time. Our SLA is up to 60% faster at all levels. Support for Severity 1 issues will be provided in English, using local language (if other than English) when possible. Billing support is provided in English from 9 AM to 5 PM (9 AM to 6 PM in Australia), Monday-Friday. 1 Hour. Microsoft's incident severity levels can be changed during initial assessment of the incident, and as more information about the impact and scope becomes available. Procure a faster SLA equal DCG up to 10 minutes. Take advantage of competitive, tiered support for different cost scenarios, options for partner involvement, and other elements tailored to your needs. To start the process for returning defective RSA SecurID tokens, complete the Token warranty return form. This private SLA is for internal use only. Included with any Dynamics 365 purchase. Some aspects of the business can continue but its a major problem. Premier Support is only available for Public Sector customers. On the number of support requests histogram, see the number of support requests opened by product. not sure what's going on. Management, uptime, QoS, and operations of Kubernetes control plane services (For example, Kubernetes control plane, API server, etcd, and. In the United States, call 1 800 865. It's dependent on your Enterprise Agreement, CSP licenses, and Azure usage. Leverage the Boomi Community resources for knowledge base, community forums, and training materials. Geting a faster SLA with DCG up to 10 minutes. Microsoft Dynamics customers who enroll in Microsoft Services Premier Support have access to complete, end-to-end vendor services for the entire Microsoft environment—from databases and desktops to servers and business applications. To submit issues directly to Microsoft, select the Support tile in your LCS project. For example, if failure time is set to 5 days and business hours are 9:00 AM to 5:00 PM, then you see 5 days on the timer. Learn more. Most customers are unlikely to notice any problems (e. On the menu shown, select the Configuration Information option. However, there may be a period of time until services in Data Center 2 have service continuity support either by restored resources in Data Center 1, or new resources in Data Center 3. Get started with Azure. Requirements: 1. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on MS Premier/Unified support costs. General. Creates a new support ticket for Quota increase, Technical, Billing, and Subscription Management issues for the specified subscription. Looking for email notifications? Please create your profile with your preferred email address to sign up for notifications. When you start the support request process from a resource, some options are pre-selected for you, based. Critical business impact (Sev A): <= 1 hour (Azure Rapid Response <= 15 mins; Unified Enhance Response <=30 mins) Catastrophic business impact (Sev 1): <=15 minutes (Unified Enterprise) Customer specific architectural support such as design reviews, performance tuning, configuration and implementation assistance delivered. Admins, have your account details ready when you call. So depending on the queue you are in, could be related. This Service Level Agreement (“SLA”) is subject to the terms of the applicable Dynamic Signal Software as a Service Terms and Conditions between Dynamic Signal, Inc. Twitter B. 95% of the time, your SLO is likely 99. Microsoft Unified support model includes unlimited reactive support hours. Severity B tickets resolved within 2. Understand Principal Support Response SLA times. OutSystems Support reserves the right to. Support tickets can be created from the Azure portal. Enterprises worldwide are replacing Microsoft with US Cloud to save 30-50% on MS Premier/Unified support costs. Edit Service Level Agreement. No support for any issues tickets. Microsoft offers comprehensive support options, for on premises, cloud, and hybrid solutions. Refer to your Service Level Agreement for No Penalty situation. ; SLA KPI: Choose the SLA KPI this SLA item relates to. If you purchase ProDirect support, we’ll email you to help you get started. 1 IT Service Management. Twitter B. It provides a high degree of trusted guidance and competence to our agencies and helps keep the Government of South Australia moving in the right direction. Contact support. 1 Entitlement for Community support - Community Support (from the Atlassian Community) is available to anyone who signs up. Qualys Support shall identify the severity of the support request, based on the evidence provided by Customer and the definitions set forth in the below table. For other languages and severities, support provided during local business hours. GOAL The goal of this Service Level Agreement is to define the serviceprovider’s purpose of an uncompromised level of technical service. Microsoft cloud services are continuously monitored for signs of compromise. Check requirements, benefit activation (Link support benefits) and then submit your New Azure technical support request or check an existing request. This request is about something with no system impact. Online case management. Premium Support. I opened a ticket at 8:45 AM on Friday, 9/17/21. Client Responsibility. It provides a consistent entry point for all Premier incidents, as well as a wealth of information on Microsoft products via newsletter, Web casts, and downloads. Based on 24x7 in English for Severity A and B and in Japanese for severity A. 99% B. Admins, have your account details ready when you call. Priority 2 (P2) – A major component of the clients’ ability to operate is affected. 1 Professional Direct does not cover Business Central. The general SLA for Microsoft 365 availability is expressed as which of the following? A. [2] Critical Severity 1: 15 min for Azure, 1 hour for all other products. Get one fast SLA use DCG up until 10 minutes. After completing online submission you will be contacted by a Microsoft support professional. Best for. Understand Premier Sponsors Response SLA times. The New SLA Item dialog box appears. We are able to offer you personalized support from a team that has a deeper understanding of your business and system. 8M-6M). Compare our partner support plans. We reserve the right to change the terms of this SLA in accordance with the Agreement. So I have done that. On the page that appears, select New SLA Item. You assign the severity of the issue when you open the case. Whatever the challenge, we focus on supporting the initiatives to leverage your data and the data available from potentially thousands of organizations doing business in the Data Cloud. Service Select Contractual for Premier Support Customers. REGISTER YOUR DEVICE AND CREATE A SUPPORT PORTAL ACCOUNT. Provide a brief description in the Title field. The expected wait time is indicated in the Contact support pane. For example, if you call their support team about an issue and wait for a response. Products. Emergency support (Severity Level 1) <1 hour. 2 The maximum severity (business impact) for ProDirect is "A" regardless of language. a slight drop in application performance). Basic Support is included for all AWS customers and includes: Customer Service and Communities - 24x7 access to customer service, documentation, whitepapers, and AWS re:Post. $9/user/month. Helpdesk 365. So I have done that. This API allows you to update the severity level, ticket status, and your contact information in the support ticket. Support for success actions. Services Menu Toggle. Critical Severity 1: 15 min for Azure, 1 hour for all other products. The fastest response time Microsoft offers: 15 minutes for critical issues. Service level agreements (SLAs) SLAs are created to document the commitments that you plan to fulfill for customers. 16. Name: Name of the SLA detail. With the purchase of Standard Support, you will receive the following elements of service: Unlimited 24x7 access to our support portal. Evaluate & Accelerate Navigation Toggle. Understand Premier Support React SLA times. We provide support in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, and Japanese. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. Professional support incidents can be supported 24 hours a day or during business hours until they’re resolved. How quickly your support cases are addressed depends on the assigned severity. Enjoy faster, 24/7 fanatical global Microsoft support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth. The client is unable to operate. (hereinafter “Check Point”). No. Severities A and B are not available with the Developer support plan. Buy Now. Included for all Azure customers. The Initial Response Time (IRT) and Escalation SLAs are the central pillars of the US Cloud ticket process. In the event of a conflict regardi ng the. It is helpful to clearly explain the business impact of your issue when contacting the Support Center. Response time will be between 2 and 8 hours, depending on the severity of the incident. Trial and non-production environments. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. 4 (NorthAmerica)(US)(English)(Aug05) NYS OGS Nov08 1. Welcome to the Cubic HR365 Support. Download the Premier Support Catalogue and read here how you can access technical expertise, proactive services, and enhanced solutions from Microsoft. CustomerSource can continue to be used to access Dynamics specific downloads. Severity levels will be assigned to Qualified Incidents according to the table(s) below. Learn more. For Severity A issues the SLA is 30 minutes for on Premise cases and. The SLA’s primary purpose is to define the level. Get one fast SLA use DCG up until 10 minutes. A minor issue: the system is still fully usable with limitations or workarounds. Describe the severity of the issue and level of support required. , 2009). To link your contract ID/access ID to your account, complete the following steps: From within a project, select Support from the main menu, and then select Manage Support. Admins, have your account details ready when you call. 9%) per calendar month (based on minutes of availability/total minutes per month) (“Service Level”). ”. Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies. Start using Software Assurance Benefits. Standard Support available during local business hours. If failure time is set to 10 hours, then you see. It provides a high degree of trusted guidance and competence to our agencies and helps keep the Government of South Australia moving in the right. 0. To link your contract ID/access ID to your account, complete the following steps: From within a project, select Support from the main menu, and then select. Premier Support for Enterprise. Definity First. 問題への即時の対応が必要であり、お客様には問題解決まで Microsoft チームと連携して 24 時間 365 日の体制を維持していただく必要があります。維持していただけない場合、Microsoft は独自の規定に従って重要度をレベル B に下げることができます。Service Level Agreements (SLA) for Online Services. Severity Level in SR Overview Of SLA In Oracle Cloud. Microsoft will assist Azure customers with issues associated with select non-Microsoft technologies. [3] Based on 24x7 in English for Severity A and B and in Japanese for severity A. Evaluate & Accelerate Menu Toggle. Microsoft promises that "Sev A" cases (outages) get a response time of 2 hours. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Needs immediate attention. 3 Users are provided view-only access to Project for the web. Critical situation oversight. 2 The maximum severity (business impact) for Standard is “A” regardless of language. Microsoft Premier Support Severity A (SEV/A) Critical Business Impact Customer’s business has stopped, or has a significant loss or degradation of services, and requires immediate attention to restore functionality or usability. Or in more plain English, Premier IRT SLA Service Level Agreement means Microsoft must respond 24×7 to Premier customers. Billing support is provided in English from 9:00 AM to 5:00 PM (9:00 AM to 6:00 PM in Australia), Monday through Friday. No. Premier Support is only available for Public Sector customers. Service Leveling Agreement for Premier Customer My. In the SLA list view page, click the Delete icon beside the SLA Name you wish to delete. "Break-fix" is an industry term, which refers to "work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support. Assistance Level Deal for Premier Customer Customers. A business critical software component or a Veeam managed system is inoperable or unavailable. 24 X 7 X 365 Text, Phone & Email support for Severity 1 issues. Microsoft Premier Support. Severity Condition Dell Response Customer Role 1 Critical: loss of ability toThe client sets severity of the incident when opening the Microsoft support ticket. “ Bringing Unified Support onboard was pivotal in accelerating our journey. Understand Premier Sponsors Response SLA times. Americas. When opening a service. (VLSC). SecurID has established guidelines for initial technical response, ongoing work effort and communication frequency based on contracted. $9/user/month. The following table defines the severity levels and the targeted initial response time for Standard Support, 24x7 Support, and Premier Support. Contact our team for a tailored quote based on your needs. Target initial response time: • 30 minutesProduction workloads. Support cases are opened through a special phone number and support queue with Microsoft Customer Service and Support (CSS). I called myself 4 times yesterday and they said: it has been escalated to the Manager. For other languages and severities, local language support provided during. This change applies to all Azure Standard support customers (not applicable to Azure Germany), regardless of how you acquired your Azure Standard support. We provide support in nine languages: English, Spanish, French, German, Italian, Portuguese, Traditional Chinese, Korean, and Japanese. CustomerSource can continue to be used to access Dynamics specific. 8:00 AM – 7:00 PM AEST/AEDT. 1. Call for pricing. You can create 3 types of tickets: This is a free support for every Microsoft Azure customers. Compare our partner support plans. Severity: Description: Target Premier Response SLA: Target Production Response SLA: Target Basic Response SLA: Severity 1. The maximum severity level depends on your support plan. Premier Support is now for Partners only. Premier Support for Partners provides comprehensive support services for established businesses—including ISVs, managed services providers, and systems integrators—while Advanced Support for Partners is ideal for growth-minded cloud partners who need a higher level of service than the Microsoft Cloud Partner Program core benefits provide. When you. 95% uptime and your SLI is the actual measurement of your uptime. The current and archived editions of the SLA are available for download and they cover Azure, Dynamics 365, Office 365, and Intune. comprehensive support coverage for your entire Microsoft portfolio. If 24-hour support is selected, your company should have people available to work on the incident potentially 24 hours a day. Technical support is provided in English 24 hours a day, 7 days a week. Dell is pleased to provide Dell ProSupport for Client Products (the “Service(s) or “Support Services”) in accordance with this. Level 2: Serious degradation of application performance or functionality. Optimise your costs. 4 Hours. Designated support engineer, third-tier support, Azure Rapid Response, Premier Support for Developers, IT service management, Premier Mission Critical Support, Office 365 Engineering Direct. Understand Premier Support Your SLA times. Unified Enterprise Support Services Description (USSD) The Microsoft Unified Enterprise Support Services Description provides you with information on the support services that are available to purchase from Microsoft. As a customer with a Premier or Unified support contract, you can specify a severity for your issue, and schedule a support callback for a specific time and day. Microsoft Cheat Sheet. Microsoft Premier Mission Critical Support Will Be SLA-Based. Severity B (SEV/B) Moderate Business Impact Customer’s business has degraded to. All Microsoft support staff are domestic US persons (per ITAR 120. Technical Level Agreement for Primary Support Patrons. Designated Enterprise Support Engineer Customer Success Manager (CSM) ** ** Cloud Sandbox for SaaS Subscriptions Advantage Learning. Microsoft for Startups 特典 サポート Microsoft Imagine 特典 サポート サポート提供先 企業様/ パートナー様 企業様 パートナー様 企業様/ パートナー様 パートナー様 エンド ユーザー様 個人のお客様 ターゲット 中堅企業/ 中小企業 教員/ 教育 機関 コンシューマー ご. Learn more. Understand Top Support Response SLA times. If you have a non-Unified/Premier Support plan, please verify the plan is active. Online All-Access Subscription: 1 user licenseYou can get paid support from Microsoft that includes technical support and a range of extra service options. Service Level Agreements (SLA) for Online Services. Microsoft promises that "Sev A" cases (outages) get a response time of 2 hours. Maybe it’s 99. An “SLA Credit” is equal to the SLA Credit Percentage of the monthly recurring or metered subscription fees (net of any discounts) for the billing month in which the SLA event occurred. Level 1: Production application down or major malfunction affecting business and high number of staff. Premier, Professional Direct, Standard, and Developer only. 1 Critical situation resources are individuals who are assigned to help drive prompt issue resolution through case engagement, escalation, resourcing, and coordination. For example, instead of mentioning “industry best AI accuracy,” it is better to specify that you will deliver “speech-to-text conversion for the. It's determined by your total licensing and cloud payments to Microsoft. Microsoft offers finance and operations customers three support plans: Premier,. . Provider has demonstrable feature parity with Microsoft Premier/Unified Support. *Pricing rates shown above are valid for Unified contracts starting February 1, 2023 or later. When you have a support issue, you submit your ticket into Microsoft’s Unified Portal. A: Microsoft Premier Online is a private Web site exclusively for Premier support customers worldwide. Support tickets can be created from the Azure portal. Based on 24x7 in English for Severity A and B and in Japanese for severity A. Published: 09 February 2009 Summary. Take advantage of competitive, tiered support for different cost scenarios, options for partner involvement, and other elements tailored to your needs. Enjoy faster, 24/7 fanatical global Microsoft support from domestic US teams while freeing up funds to invest in innovation, create competitive advantage, and drive growth. Tip: Support will need your Commcell ID to reference your account. Information Technology Resources, directly affect the terms of this Service Level Agreement (SLA). On the All support requests page, select the support request.