SLA is an abbreviation for Service Level Agreement.
The service level is a measure of the relative impact of the technical issue on your business. Accurately defining the severity level ensures a timely response and helps Syneto Customer Support to understand the nature of your issue.
SLAs apply to systems that are in production. For issues in non-production systems (test, first configuration), Syneto Customer Support will review the business impact together with the customer and apply a reasonable service level and response time.
SLAs are measured from the time of hardware diagnosis and dispatch, not from the time the ticket was opened. Please see SLAs for hardware replacement.