Cubyt™ Fluke DAQ Fluke Power Analyze FlukeView® Forms MET/TEAM® SmartView® Classic SmartView R&D TableWare
Priority and Severity Product Lifecycle SLA Targets Roadmap

SLA Targets

Last updated: Nov 4, 2021
Acknowledgment – This is defined as the time it will take for the technical support analyst to acknowledge the request and respond to the customer with a JIRA issue key for the request.

Resolution Target - This is defined as the maximum time to deliver a resolution or acceptable workaround to the customer. During this time, the support engineer should update the customer on resolution progress.

Disclaimer - The response times, restoration deadline, and update frequencies specified above are targets only, and Fluke will use commercially reasonable efforts to comply therewith. However, under no circumstances does Fluke warrant or represent that all problems can or will be corrected within the targeted timeframes stated above.

Tier 1 Products

Newest products currently under development with SaaS/Cloud structure. Example: Cubyt

Priority Release Type Acknowledgement Resolution Notification Frequency
Critical/Urgent Hot Fix 2 business hours 24 hours 1 hour
High Maintenance 4 business hours 1 week 1 day
Medium/Normal Scheduled 1 business day 2 months 2 weeks
Low Scheduled 2 business days 6 months 2 months

Tier 2 Products

Existing product offerings that require on-premise installation. Example: MET/TEAM

Priority Release Type Acknowledgement Resolution Notification Frequency
Critical/Urgent Hot Fix 4 business hours 1 month 1 week
High Maintenance 8 business hours 6 months 2 months
Medium/Normal Scheduled 2 business day 18 months 6 months
Low Scheduled 4 business days None None

Tier 3 Products

Products that are not actively maintained/under development but still have technical support provided. Examples: TrendLink, SmartView R&D

Priority Release Type Acknowledgement Resolution Notification Frequency
Critical/Urgent Maintenance 4 business hours 18 months 6 months
High None 8 business hours None None
Medium/Normal None 1 business week None None
Low None 2 business weeks None None