This SLA forms an integral part of the Agreement between the Parties as defined in the GT&C and is an annex to the GT&C.
Unless otherwise specified herein, capitalized terms herein shall have the meaning ascribed to them in the GT&C.
To the extent support services are stipulated in the Order Form and/or the GT&C, the Provider will use commercially reasonable effort to ensure the following availability and support, as applicable, in accordance with the support plan/service level purchased by the Customer:
5x24 Period starts from Monday 0:00 am CET to Friday 23:59pm CET
Initial response time (IRT) Means the time, expressed in hours, between the registration time of the ticket in the Hotline Desk by the Customer and the acknowledgement receipt time of said ticket by the Provider
Ticket qualification (QT) Means the time, expressed in hours, starting after the IRT during which the ticket is processed until the time a diagnostic is proposed
Update Frequency Time (UFT) Means the time, expressed in hours, after the problem has been diagnosed to provide an update either a solution, mitigation, or progress towards either
Level | Description | Coverage | Premium | Advanced | Basic |
Severity 1 | Outage impacting entire customer population | Initial response time (IRT) Ticket qualification (QT) Update Frequency Time (UFT) | 30 MIN IRT + 4 HRS QT + each 4 HRS | 1 HR IRT + 8 HRS QT + each 8 HRS | 24 HRS IRT + 24 HRS QT + each 24 HRS |
Severity 2 | Functionality impacting the business of significant customer population | Initial response time (IRT) Ticket qualification (QT) Update Frequency Time (UFT) | 2 HRS IRT + 7 HRS QT + 20 HRS | 4 HRS IRT + 12 HRS QT + 30 HRS | 48 HRS IRT + 48 HRS QT + each 48 HRS |
Severity 3 | Minor functionality not business impacting | Initial response time (IRT) Ticket qualification (QT) Update Frequency Time (UFT) | 48 HRS N/A N/A | 72 HRS N/A N/A | 96 HRS N/A N/A |
Severity 4 | Documentation or other non-functional requests | Initial response time (IRT) Ticket qualification (QT) Update Frequency Time (UFT) | 96 HRS N/A N/A | 120 HRS N/A N/A | 144 HRS N/A N/A |
The Provider does not undertake to pay a penalty for failure to comply with the service level and shall not be liable towards the Customers and/or any of its respective customers or any other third party for such failure