Service Description

This mid-tier level provides more comprehensive support and quicker response times compared to the Basic SLA. It generally includes: Response Time: Guaranteed initial response within a shorter period (e.g., 4 hours). Availability: Extended support hours (e.g., 8 AM to 8 PM, Monday to Friday) and possibly some weekend coverage. Support Channels: Access to support via email, ticketing system, and phone. Issue Resolution: Specified resolution times for different types of issues, such as minor issues within 24 hours and major issues within 4-8 hours.