Service Level Agreement

	Incident Support Packages	Professional Standard Subscription	Professional Premium Subscription
Support Hours	12x5, excluding Jaspersoft Holidays	24x5, excluding Jaspersoft holidays	24x5, excluding Jaspersoft holidays 24x7 for severity 1
Support Channel	Email	Web, Email, and Phone	Web, Email, and Phone
Number of Incidents	3 or 6 within 1 year	12/year	Unlimited

Severity 1	4 business hours/ 1 business day	4 business hours/ 1 business day	1 hour/4 hours
Severity 2	4 business hours/ 1 business day	4 business hours/ 1 business day	2 business hours/ 1 business day
Severity 3	4 business hours/ 1 business day	4 business hours/ 2 business day	4 business hours/ 2 business days
Severity 4	4 business hours/ 1 business day	4 business hours/ 5 business day	4 business hours/ 5 business days