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.
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.