| Appendix A: Service Level Agreement |
| Severity |
Live Customer Criteria |
Live Customer Service Level Required |
| Urgent |
Causes the software product to be completely inoperable |
- Indeavor will provide an initial response within two (2) hours of receipt of ticket during customer support hours*
- Indeavor will diligently work the issue until the problem is resolved.
- Indeavor will apply an appropriate configuration change, and/or develop, test, and release a resolution, within twenty-four (24) hours.
|
| High |
Loss of core application
functionality resulting in inability to use core functionality or execute on critical business processes
|
- Indeavor will provide an initial response within two (2) hours of receipt of ticket during customer support hours*
- Indeavor will apply an appropriate configuration change within two (2) days of receipt of ticket* and/or develop, test, and release a resolution in the next application release.
|
| Medium |
Limited core scheduling functionality or performance, and/or issues with non-core features or workflows, (e.g., Reports, or other functions) |
- Indeavor will provide an initial response within four (4) hours of receipt of ticket during customer support hours*.
- Indeavor will apply an appropriate configuration change within five (5) days of receipt of ticket during customer’s support hours* and/or develop, test, and release resolution in a future application release.
|
| Low |
Cosmetic in nature and/or can readily be avoided |
- Indeavor will provide an initial response within four (4) hours of receipt of ticket during customer support hours*.
- Indeavor will apply an appropriate configuration change, or training within five (5) days of receipt of ticket during customer’s support hours* and/or develop, test, and release resolution in a future release.
|
