Cresta Technical Support SLA
Cresta provides response and resolution to support requests as shown below:
Support SLA Definitions
| Severity | P type | Definition |
| Severity 1 (Critical) | P0 | Cresta is non-functional or inoperative causing a severe impact on customer’s business operations, with no workaround available |
| Severity 2 (High) | P1 | Important features are unavailable causing significant or ongoing interruptions of use of critical functions with no acceptable workaround available |
| Severity 3 (Medium) | P2 | Important features are unavailable but a workaround is available, causing minor or no interruptions of customer’s business operations |
| Severity 4 (Low) | P3 | Any general questions, enhancement requests, or minor issues causing little or no interruptions on customer’s business operations |
Support Response and Resolution SLA
| Severity | Response Time | Resolution Time |
| Severity 1 (Critical) | 30 minutes | 3 hours |
| Severity 2 (High) | 60 minutes | 12 hours |
| Severity 3 (Medium) | 24 hours | 5 days |
| Severity 4 (Low) | 2 days | No Guaranteed TTR |
For more information on Cresta support, or to contact support, see: https://support.cresta.com/hc/en-us