| Support Performance | Target SLA Resolution | Performance (Last 3 months) | Performance (Last 12 Months) | May 15 | Jun 15 | Jul 15 | Aug 15 | Sep 15 | Oct 15 | Nov 15 | Dec 15 | Jan 16 | Feb 16 | Mar 16 | Apr 16 | May 16 | Jun 16 | Jul 16 |
| Critical (S1) | 8 hours | 100% | 100% |  | | | | | | | | | | | | | |
|
| High (S2) | 24 hours | 100% | 100% | | | | | | | | | | | | | | |
|
| Medium (S3) | Next Release | 96% | 95% | | | | | | | | | | | | | | |
|
| Comments | Excludes Beta releases
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General
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Integrations