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Support Contracts
Our Service level Agreement (SLA) is based on a 'Priority Level Definition' and a corresponding target 'Response Time'. Response Time is the time interval in which the Customer is contacted by the Consultant that is assigned to resolving the incident.
When you register an incident with us, you should use the guidelines below to allocate the correct priority to the incident. This ensures that the correct resources are assigned to resolve your incident with the agreed SLA.
|
Priority |
Description |
|
Response |
Comment |
|
|
1 |
Critical Service Impact: Issue critically affects the primary business service, major application or mission critical system. |
1 Hour
|
Customer must be available 24x7 to work with Client Solutions to resolve the incident |
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|
2 |
Significant Service or Implementation Impact: The business service, major application or system is seriously affected or implementation stopped. |
4 Business hours |
Response Time may span over 2 working days |
||
|
3 |
Moderate Service Impact: The business service, major application or system is moderately impacted, no data has been lost and the business service, application or system is still functioning. |
8 Business |
Response Time may span over 2 working days |
||
|
4 |
No Service Impact: Non-critical issue, general questions, enhancement requests, bugs, documentation issue. |
24 Business |
Response Time may span over 3 working days |
- NOTE:
- Response time is time interval in which the Customer is contacted by the Consultant assigned to the ticket after the incident is opened
- Hours relate to business hours: 0900hrs - 1800hrs
- Business days relate to 10 hours
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