SLA Definitions for customers
- Has severe impact on customer ability to conduct business and has a total loss of service or functionality. No workaround available, Critical
- Response within 2 hours
- Resolution within 4 hours
- Worked 24x7
- An incident has an impact on customer ability to conduct business and can be partial loss of service or functionality. Has a workaround available, Critical
- Response within 4 hours
- Resolution within 8 hours
- Worked normal business hours
- Escalation to S1 possible
- Little or no business impact, some performance degradation, loss or inconvenience
- Response within 1 business day
- Resolution within 2 business days.
- Worked normal business hours
- Escalation to S2 possible
- No business impact. Enquiry or request for support
- Response within 2 business day
- Resolution within 4 business days
Key Features Of Our Support
- Assigned Primary Support Analyst (PSA)
- 24/7/365 Support Availability
- Guaranteed 120-Minute Response Time for Production-Critical Issues
- Operational Support
- Configuration, Setup and Process Assistance
- Customer Satisfaction Program
- Unlimited Support Issues
- Automated Tools