01
Priority 1
Production unavailable or critical integrity risk: Enterprise target according to signed SLA; other plans use the fastest available support path.
Support
Support and service-level framework
Response targets describe first acknowledgement during Estonian business days unless a signed Enterprise SLA states otherwise.
02
Priority 2
Material workflow degradation without complete outage: Plant target one business day; Core target two business days.
03
Priority 3
General defect, question or configuration assistance: handled in the normal product-support queue.
04
Customer information
Effective triage requires version, environment, impact, timing, safe reproduction steps and an authorised contact.
05
Exclusions
Customer infrastructure, third-party outages, unsupported modifications and missing recovery controls are outside product response commitments unless contracted.
06
Final commitment
Coverage hours, channels, escalation, restoration targets and service credits exist only in the signed SLA.