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Question

 Jay Schenkelaars (SCHEJ)
PEGA
Technical Solutions Director
Pegasystems Inc.
GB
SCHEJ Member since 2009 8 posts
PEGA
Posted: Jun 20, 2018
Last activity: Jun 4, 2021
Posted: 20 Jun 2018 5:38 EDT
Last activity: 4 Jun 2021 11:31 EDT
Closed
Solved

Pega support SR SLAs for Sev 1, 2 and 3?

What are the official SLAs for SRs when reporting a Sev 1, 2, 3 or 4? Some SRs we report don't get a response/reaction from GCS for days apart from the automated (content-free) confirmation replies.

thanks

Jay

***Edited by Moderator: Pooja Gadige to change category from Product to General***
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Accepted Solution

Posted: 6 years ago
Posted: 20 Jun 2018 5:45 EDT
Mohammad Asif Hasan (Mohammad_Asif_Hasan)
EPAM Systems, Inc.
Mohammad Asif Hasan
EPAM Systems, Inc.
ES

Hi Jay,

Thanks for posting on PSC.

Refer below:

For detailed policy information: Customer Support Handbook (Refer Pg No 7-8)

Kindly acknowledges if it answers your query by marking this reply as answered/helpful for tracking purposes and larger Pega audiences.

Regards,

Asif

 

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