SLAs for OneCloud support

Support Level	Description	Response Time	Resolution Time
L1	Basic help desk support for common issues.	Within 30 minutes	Within 4 hours
L2	In-depth technical support for more complex issues.	Within 1 hour	Within 24 hours
L3	Expert support for critical and complex issues requiring code changes or deep technical knowledge.	Within 2 hours	Within 5 WD