Introduction
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| Incident Severity Level | Communication Time Commitments | ||
|---|---|---|---|
| Enhanced Support Service | |||
| Response time | Restoration time | Resolution time | |
| Critical | 1 hour | 5 hours | 1 week |
| Major | 1 hour | 10 hours | 1 week |
| Minor | 8 hours | N/A | Reasonable Effort |
Communication Time Commitments
Response Time means the maximum period between the registration of a trouble report with DigitalRoute and contact with Customer by a DigitalRoute support engineer.
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Date | Version | Comments | Changes | Link | |||||||
2022/11/04 | 1.0 | Current version | 107222347Support Service Descriptions - Service Level Agreement |
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