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