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Priorities and Service Level Agreements – Bugs & Incidents
Each bug/incident that comes into support is assigned one of three priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue. Response and resolution times are during office hours (9 AM – 5 PM) in the CET time zone.
High Priority tickets are issues and bugs in the software which impact a large part of the organization, functionality and/or a large part of a site’s userbase. These may include issues affecting (but not necessarily blocking) use of the visual.
First Response SLA: 4 hours
Resolution SLA: 2 days
Medium Priority tickets are standard issues and bugs in the software which have a moderate impact on user experience.
First Response SLA: 8 hours
Resolution SLA: 14 days
First Response SLA: 24 hours
Resolution SLA: 1 month
Feature requests and customization
Each customer with an active subscription is entitled to request additional support, new features or customizations. All feature requests and customizations will be put on the Infotopics | Apps for Power BI backlog and prioritized according to the judgement of Infotopics | Apps for Power BI.
Customizations, development and additional support can be requested and will be discussed with the customer. After mutual agreement customizations or additional support can be realized in a separate project.
Governed and Secure Products
All our products are secure as we comply with ISO 27001 and NEN7510. Your data and user access is secured under Power BI’s governance. Our products are 100% secure on premise or private cloud deployed and facilitate your workflow in Power BI, eliminating the need to move to external programs.
