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If your organization believes an agreed support SLA has not been met, the situation should be assessed using the exact terms of the applicable agreement. A perceived delay does not automatically establish a contractual breach. The relevant support commitment, measurement method, and circumstances must first be reviewed. What should I verify? 1. That an applicable SLA exists. 2. Which response or service commitment applies. 3. The severity classification of the incident. 4. When the qualifying request was received. 5. Which support hours count toward the commitment. 6. What event satisfies the response requirement. 7. Whether any contractual exceptions apply. 8. Whether the agreement defines a particular review or dispute procedure. What if the Support team responded but the issue was not resolved? A response-time commitment may have been satisfied even though the underlying issue remains open. Response and resolution commitments must be assessed separately. How should I report a potential SLA issue? Reference the relevant support ticket and explain which agreed commitment you believe was not met. Provide the applicable timestamps and any relevant contractual reference. Can an SLA issue be escalated? Follow the escalation or contractual review process specified in your agreement. If the procedure is unclear, contact the appropriate Polyosync support or account contact for clarification. Will Polyosync automatically issue a refund or service credit? Do not assume that an SLA issue automatically creates an entitlement to a refund, credit, or other remedy. Any such entitlement depends on the express terms of the applicable agreement and the circumstances of the incident. What if my account does not have a contractual SLA? You can still report support delays or concerns through the available support process. However, general dissatisfaction with response timing is not equivalent to a breach of a contractual SLA that does not apply to the account. How can organizations avoid misunderstandings? Review the relevant support terms before an incident occurs. Ensure that authorized contacts understand the difference between response targets, resolution commitments, escalation procedures, and contractual remedies. Recommended practice Assess potential SLA breaches using the agreed definitions and documented ticket history rather than assumptions about response or resolution timing.