Introduction
This document describes the Support Service SLAs provided by DigitalRoute in association to the on-premise deployment and operations of its Software technology.
Support Service SLA
The target response and resolution times based on the severity levels of reported problems are listed below for each of the Support Service Levels. It is DigitalRoute’s intention to meet the guidelines as set forth in the table below.
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Restoration and Resolution Times exclude the time (Pending Time) when DigitalRoute has made a request for additional information, until the time DigitalRoute receives such information.
Standard Support Service
| Incident Severity Level | Communication Time Commitments | ||
|---|---|---|---|
| Standard Support Service | |||
| Response time | Restoration time | Resolution time | |
| Critical | 4 hours | 24 hours | 2 weeks |
| Major | 8 hours | 48 hours | 3 weeks |
| Minor | 8 hours | N/A | Reasonable Effort |
Enhanced Support Service
| 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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Resolution Time means the maximum period between the registration of a trouble report with DigitalRoute and the delivery of a solution to Customer.
Incident Severity Level
Severity Critical means a defect that severely impacts Customer’s operations. A trouble report may be filed as Critical only if the problem exists in a production environment. Examples:
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DigitalRoute reserves the rights to reclassify incidents according to pre-conditions defined above.
Version history
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Date
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Version
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Comments
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2022/11/01
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1.0
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Current version
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