PromptQL Support

At PromptQL, our aim is to ensure success for our customers. Our enterprise support is architected for seamless global continuity, providing 24/7 availability by leveraging our distributed expert teams.


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Priority

Definition

Response SLA

P1

This severity level indicates an error that is breaking existing functionality where:
  • all users of a PromptQL project cannot access any its services
  • no procedural workarounds exist AND
  • one of the following is true:
    • users cannot login to the PromptQL
    • PromptQL is unresponsive

30 minutes
(24/7)

P2

This severity level indicates an error that is breaking existing functionality such as:
  • impacting a majority of a PromptQL project’s end-users
  • users cannot make changes to wiki
  • where no reasonable workaround exists

2 business hours
(M - F)*

P3

This severity level indicates an error that is breaking existing functionality such as:
  • impacting a minority of a PromptQL project’s end-users
  • users are unable to add/update data sources
  • where users of a PromptQL project can carry out their job duties with minimal disruption, AND
  • where short-term or temporary workarounds are accessible

4 business hours
(M - F)*

P4

This severity level indicates an issue that is not breaking existing functionality and is:
  • an issue with product documentation
  • a feature or service request

1 business day
(M - F)*

*Support Business Hours

8pm US Pacific Time, Sunday - 6pm US Pacific Time, Friday