Hi,

  I'd like to raise a question and start a thread about the expected SLA responses which we, as clients of ManageEngine, should expect from the support team.  There's been a number of problems with releases over the years which individuals have placed on their live systems that have ground them to a halt, and it would be really good to know what response times we should expect from ManageEngine for each level of request priority.  This is particularly pertinent for those of us who use SC+ to service our own clients/users that we have SLAs with.  For example, I would be somewhat upset if I raised a problem with ManageEngine because my SC+ installation had failed (for example due to BST time issues) and their response and fix was less than quick, particularly if that meant that I was unable to provide support to my clients, some of which have an 8hr turn-around on critical P1 requests they raise.

  Can someone from ManageEngine please provide details of the SLA procedures which we're contractually bound by so that we can all understand the impact this may have on our own client/internal SLAs.

Thanks in advance,

  Andy