Support

Service level agreement

Incident Support & Maintenance Cloud and mobile applications, require constant maintenance and scheduled updates, for ensuring security and availability measures. Incidents reported via Service Desk interface are review during daily business hours. Resolving depends on incident level, measured by the overall systems availability.

Severity Level

Critical — Very high Impact (Same day) Customer facing service down, Privacy breached, data loss

Major - Significant Impact (24h) Customer facing service down for a subset or functionality significantly impacted

Minor — Low Impact (24h / Next Release) Minor inconvenience to customers, workaround available, Performance issues