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remove on-call opsgenie section on SLA page (#56918)

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* remove on-call opsgenie section on SLA page

* fix p3 response time typo
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Enrique Gonzalez 2023-09-22 10:39:27 -07:00 committed by GitHub
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doc/sla/index.md
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@ -111,7 +111,7 @@ The following policy applies to both our cloud-based (managed instance) and on-p
| 0 | Emergency: Total loss of service or security-related issue (includes POCs) | Within two business hours of identifying the issue | 24x5 (Monday-Friday) |
| 1 | Severe impact: Service significantly limited for 60%+ of users; core features are unavailable or extremely slowed down with no acceptable workaround | Within four business hours of identifying the issue | 24x5 (Monday-Friday) |
| 2 | Medium impact: Core features are unavailable or somewhat slowed; workaround exists | Within eight business hours of identifying the issue | 24x5 (Monday-Friday) |
| 3 | Minimal impact: Questions or clarifications regarding features, documentation, or deployments | Within two business hours of identifying the issue | 24x5 (Monday-Friday) |
| 3 | Minimal impact: Questions or clarifications regarding features, documentation, or deployments | Within two business days of identifying the issue | 24x5 (Monday-Friday) |
## For enterprise Starter plans
@ -120,7 +120,7 @@ The following policy applies to both our cloud-based (managed instance) and on-p
| 0 | Emergency: Total loss of service or security-related issue (includes POCs) | Within four business hours of identifying the issue | 24x5 (Monday-Friday) |
| 1 | Severe impact: Service significantly limited for 60%+ of users; core features are unavailable or extremely slowed down with no acceptable workaround | Within six business hours of identifying the issue | 24x5 (Monday-Friday) |
| 2 | Medium impact: Core features are unavailable or somewhat slowed; workaround exists | Within 16 business hours of identifying the issue | 24x5 (Monday-Friday) |
| 3 | Minimal impact: Questions or clarifications regarding features, documentation, or deployments | Within three business hours of identifying the issue | 24x5 (Monday-Friday) |
| 3 | Minimal impact: Questions or clarifications regarding features, documentation, or deployments | Within three business days of identifying the issue | 24x5 (Monday-Friday) |
>NOTE: Premium support with enhanced SLAs can be added to your Enterprise plans as an add-on. Our business hours, defined as Sunday 2 PM PST to Friday 5 PM PST, align with our 24x5 support coverage.
@ -173,8 +173,4 @@ A Severity 0 - Emergency typically does not include the following situations:
- Performance is slower than usual
- Any issues with repository synchronization
>NOTE: Custom support agreements apply to Enterprise Plus and Elite customers. Please consult your contract for details regarding custom service-level agreements.
## Support on-call
OpsGenie on-call protocol also alerts a CS leader at any time. Use the Slack command: `/genie alert [alert message] for customer-support,` which will trigger a page to a leadership team member any day.
>NOTE: Custom support agreements apply to Enterprise Plus and Elite customers. Please consult your contract for details regarding custom service-level agreements.