Service Level Agreement (SLA)

SLA applies only when client is live, post-implementation, in a production environment. Support requests are triaged as received. A Support case is created for all requests received. Case Severity Level determines Response Levels.

Severity Level	Description	Response Level
(1) Critical	Incident or issue results in operational failure or has very serious consequences for normal business operations. Progress in whole is halted and cannot go forward until addressed (e.g., the URL is unavailable for all clients).	Initial response: Within 1 hour Ongoing communication: once every 4 hours Target resolution: either a (i) resolution, or (ii) workaround, or (iii) action plan within 1 business day.
(2) High	Incident or issue seriously affects normal business processes. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow (e.g., an entire module of functionality, such as content authoring, is inaccessible).	Initial response: Within 4 business hours Ongoing communication: once every business day Target resolution: either a (i) resolution, or (ii) workaround, or (iii) action plan within 5-7 business days.
(3) Medium	Normal business processes are affected by the issue or incident. The problem is caused by incorrect or inoperable functions in the service.	Initial response: Within 1 business day Ongoing communication: once every 3 business days until a (i) resolution, or (ii) workaround, or (iii) action plan is identified by vendor. Target resolution: vendor may prioritize into next release or hotfix.
(4) Low	The request is related to look and feel, or the problem has little or no effect on normal business processes.	Initial response: Within 2 business days Ongoing communication: once every week until a (i) resolution, or (ii) workaround, or (iii) action plan is identified by vendor. Target resolution: vendor may prioritize into a future release or hotfix.