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    Service Level Agreements

    Priority 1 (CRITICAL)

    Customer is unable to access critical functionality. Service failure or performance degradation has a critical impact on customers primary business.

    Example

    Server down. 

    Error on connecting via desktop or App.

    Service Level Agreement

    Response provided with 2 business hours.

    Resolution provided within 24 hours.

    Priority 2 (MAJOR)

    Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.

    Example

    Customer can not open forms that they have access to open. 

    Customer unable to access historical records.

    Service Level Agreement

    Response provided with 4 business hours.

    Resolution provided within 10 business days.

    Priority 3 (MINOR)

    Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.

    Example

    Customers business intelligence tool is not receiving data from product.

    Customer unable to produce a PDF.

    Service Level Agreement

    Response provided with 8 business hours.

    Resolution provided within 90 business days.

    Priority 4 (LOW)

    Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.

    Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.

    Example

    A defect that has no impact on the ability of customers to successfully complete the relevant business functions.

    Incorrect spelling etc.

    Service Level Agreement

    Response provided with 8 business hours.

    Resolution provided within 90 business days.