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.
Actual resolution times may differ and are dependent upon the complexity of the problem and the availability of information. The Response, Restoration and Resolution times will be calculated based on Hours of Coverage.
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.
Restoration Time means the period between the registration of a trouble report with DigitalRoute and the implementation time of an Error correction or workaround solution or procedure.
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:
- Critical functionality not available
- Corruption of data or repeated loss of data
- Repeated failures resulting in frequent interruption of service
If a workaround for an agreed severity Critical trouble report is supplied, then the relevant trouble report shall be re-classified to a trouble report with severity Major, which shall be handled as a new trouble report in accordance with support policies for that classification.
Severity Major means a defect causing the Application to operate in a restricted fashion. Workaround is available, or functionality loss is not critical to system operation. Examples:
- Performance degradation
- Incorrect behavior with minor impact to Customer’s operation
If a workaround for an agreed severity Major trouble report is supplied, then the relevant trouble report shall be re-classified to a trouble report with severity Minor, which shall be handled as a new trouble report in accordance with support policies for that classification.
Severity Minor means a defect causing little or no loss of service. This category includes cosmetic errors or defects where the impact to Customer’s operation is minor. DigitalRoute’s goal for Minor reports is to provide a workaround and to include a permanent solution in a future SW release. Examples:
- Documentation errors requiring correction or clarification
- Usability issues
DigitalRoute reserves the rights to reclassify incidents according to pre-conditions defined above.