AppCheck Support is available Monday to Friday 09:00 - 17:30, contactable through either https://appcheck.zendesk.com/hc/en-us/requests/new, or by emailing support@appcheck-ng.com.
Prioritisation
Incidents are prioritised based on the reported Impact and Urgency. Technical support staff are able to override the predefined priority if they feel the matrix does not provide an adequate priority of the given Incident. All service priority definitions will be reviewed periodically by AppCheck Service Management as part of Continual Service Improvement.
Priority / Severity Level |
Definition |
Urgent / P1 |
AppCheck product entirely unavailable. No workaround in place. |
High / P2 |
AppCheck platform performing at a degraded level, workaround is available but not sustainable. Multiple scans affected. |
Normal / P3 |
Impacts platform or service availability, functionality or usability for a single user, or affecting a single scan. |
Low / P4 |
Query, or how do I type question. Guidance required on best-practice use of the tool, changes in scope or assistance with GoScripts or Scan Configuration. Feature or enhancement request. |
Service Level Agreement (SLA)
AppCheck’s SLA defines the level of service that customers can expect from AppCheck’s support service. Performance against these levels are regularly reviewed by AppCheck management.
Incident Priority |
Examples |
Response Target |
Resolution Target |
% |
Urgent / P1 |
Complete Service Outage |
4 working hours |
1 business day |
90 |
High / P2 |
Multiple-user impacting issue |
8 working hours |
2 business days |
90 |
Normal / P3 |
Single-user impacting issue |
2 business days |
5 Business days |
80 |
Low / P4 |
Request/Enhancement |
5 business days |
NA |
80 |
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