Rating files are taking forever!

[QuickSilverST]

Hi guys. Who here have noticed files taking days to get rated? We have a client that the supplier had to install a new version, this was done yesterday late morning, still now the file is being contained and only today it went to in progress. What happened to the 4hrs SLA. This is not the first time and I see it regularly where it takes days for files to get rating.

[nivedithab]

hi @QuickSilverST

Apologies for the inconvenience
I will check with the respective team on the SLA for file rating and get back to you.

Thank you

[Nik]

Hey J ITech yep ur right its taking like 2 days or 3 to rate a file @nivedithab pls fix this

[nivedithab]

hi @Nik / @QuickSilverST

our team is already investigating this issue and working on it to get it resolved asap.

I will update you once received feedback from the team.

[QuickSilverST]

Great thank you very much.

[Nik]

Hey J ITech look i do get the rating as Malicious from Xcitium but SLA takes 2 or 3 days

[Nik]

Hmm i think SLA is back verdict less then 4hrs @QuickSilverST

[QuickSilverST]

I will check today. They did rate my files not long after my post.