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2. Process
2.1. How to submit issues
To qualify for 1Ci support, you must have a valid product license.
Issues are to be submitted to 1Ci through 1Ci support portal, unless otherwise is specified in your subscription level. The support policy specifies the communication channels available for each subscription level.
You are required to provide the necessary information upon request for a faster resolution.
2.2. Initial response time SLA matrix
Issue type | Premium | Advanced | NFR | Community |
Bug | As per individual agreement | 8 business hours | 16 business hours | Best effort |
Feature request | As per individual agreement | 16 business hours | 32 business hours | Best effort |
Other | As per individual agreement | 32 business hours | Best effort | Not applicable |
2.3. Issue resolution and closure
2.3.1. Depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising an available product fix.
2.3.2. If the Product was customized in any way, 1Ci may ask the 1Ci Partner, in the course of attempting to resolve the issue, to remove any unsupported extensions or code. If the problem disappears upon removal of unsupported extensions or code, 1Ci may consider the issue to be resolved.
2.3.3. For issues outside of the scope of the support policy, 1Ci may close tickets by identifying the issue as outside of the scope of support service or arising from a version or usage case that is excluded from the support policy.
2.3.4. 1Ci considers an open ticket dropped if the 1Ci Partner did not respond to two or more attempts made by 1Ci to collect additional information required to resolve the issue. If 1Ci contacted the 1Ci Partner twice and there was no response, the issue may be closed by 1Ci. If there is a significant delay (20 business days or more) in a response from 1Ci partner, 1Ci may close the issue.
2.3.5. 1Ci Partners acknowledge that it may be necessary to update the installed version of the Product to a new version in case 1Ci decides to resolve the issue in this new version.