What is the SLA (Support Level Assistance) for critical security or support issues?
What is included with the support, what is your approx response time?
Email based support for all of our product suites the same day during normal business hours except Saturday from 9am – 5pm GMT (+0) except on Public Holidays.
Here is a short overview of our support plan:
Hours of Coverage and Escalation Procedures
The Help desk is the initial contact for all service related requests.
The hours during business sessions are:
Monday-Friday: 8AM – 5PM (GMT +0)
Service will be prioritized on the following scale.
|LEVEL OF SEVERITY||DESCRIPTION OF SEVERITY||RESPONSE SLA||HOURS OF THE DAY||DAYS IN A WEEK|
|CRITICAL||An issue takes application down, security issues or major malfunction resulting in majority of users unable to perform their normal functions.||8 Hours||08 hours in a day||05 Days in a Week
|PRIORITY||Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.||12 Hours||08 hours in a day||05 Days in a Week
|HIGH||Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.||24 Hours||08 hours in a day||05 Days in a Week
|NORMAL||Minor loss of application functionality, improvement, documentation or product feature question.||36 - 48 Hours||08 hours in a day||05 Days in a Week
Definition of priority levels in support tickets
— the problem results in extremely serious interruptions to a production system. It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system. Data integrity is compromised and the service request requires immediate processing as the issue can result in financial losses.
—! important it does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software.
— the problem will or may result interruptions if not address (no business impact). The issue is currently not causing problem but may result service interruption if not address soon or a security issue raised that need to fixed soon. In summary, any point need to be address soon in order to avoid future downtime or caused service interruptions.
— the problem results in minimal or no interruptions to normal operations (no business impact). The issue consists of “how to” questions including issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.