Kallidus work to the following standard SLA for Target Response and Resolution Times on all support tickets.
Chargeable work, non-standard change requests, and project work as well as product suggestions are excluded from this SLA.
These SLAs apply to all Kallidus Group products, including Sapling.
Support tickets are prioritised and managed by Kallidus according to the impact and urgency.
All Response and Resolution Times stated are measured within working Support Hours.
If you have any questions about this please feel free to ask on your support ticket or talk to your Customer Experience Manager.