For Medium severity issues in Dynatrace One, what is the response time SLA?

For Medium severity issues in Dynatrace One, the response time Service Level Agreement (SLA) is specified as 2 business days. This timeframe indicates that the Dynatrace support team commits to acknowledging and beginning to address such issues within the specified period, thus ensuring timely assistance for mid-level concerns that may impact system performance but are not urgent.

This SLA is significant as it highlights the prioritization strategy of Dynatrace. Medium severity issues are recognized as important, and the 2 business day response time strikes a balance between addressing these issues promptly while also allowing sufficient time for thorough investigation and resolution. Understanding this SLA helps users plan their expectations when encountering issues, as well as underscores the importance of categorizing issues with the appropriate severity to receive the correct level of attention from support.