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Wouldn’t it be refreshing to talk with experienced support personnel who understand your data, system environment and deployment configurations?
To ensure that clients enjoyed the highest level of support in the industry, there were many factors to consider by DataGenic:
- Low maintenance software
- Top class data centre facility
- Knowledgeable staff
- Robust data processing standards
- Transparent issue tracking
Clients demand guaranteed uptime and performance with minimal impact on their daily operational activities. However, if an issue occurs, they want it resolved within an acceptable time frame, depending on its severity. At DataGenic, we are so confident in our service offering, we provide a comprehensive Service Level Agreement (SLA) as standard to every client, which would rival any custom SLA in the market!
Support Hours: 0800 hours – 1700 hours CET, Monday to Friday
Defect Categorisation: Software
- Severity 1 - Critical: The Software is ‘down’ or inoperable causing severe impact on daily functions and operations. No reasonable workaround is available.
- Severity 2 - High: Key Datagenic supported application components are significantly impacted. The client’s ability to conduct normal business operations is substantially impacted but can proceed on a restricted basis. Either there is no workaround available, or the workaround is cumbersome to use.
- Severity 3 - Medium: Supplier supported application components are impacted but the issue is isolated. The client’s ability to conduct normal business operation is not impacted, or any impact can be mitigated via an available workaround.
- Severity 4 - Low: Non-critical issues related to supplier supported software that does not impact business operations. This includes problems which are minor or cosmetic, such as misspellings and grammatical mistakes.
- Severity 5 - Enhancement: A new requirement or cosmetic change to the Software. These requirements will be reviewed as a possibility of incorporation into a future release of the Software.
- Severity 6 - Documentation: The Software is functioning correctly, but not as defined within the documentation, a fault will be raised and allocated this priority. The fault may lie within the documentation.
| Severity Classification | Target Resolution Time |
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| 1 | 4 Hours | | 2 | 8 Hours | | 3 | 3-5 Business Days | | 4 | 1 Month or Next Software Release | | 5 | 2 Months or Next Software Release | | 6 | 2 Months or Next Software Release |
Defect Categorisation: Data
- Severity 1 - Critical: The data, or parts of the data, have failed to be provided at the scheduled time, causing severe impact on daily functions and operations. No reasonable workaround is available.
- Severity 2 - High: Data discrepancies have been notified. The client’s ability to conduct normal business operations is substantially impacted but can proceed on a restricted basis. Either there is no workaround available, or the workaround is cumbersome to use.
- Severity 3 - Medium: The client’s ability to conduct normal business operation is not impacted, or any impact can be mitigated via an available workaround. These include new data additions, calculated derivations, data properties and data notifications.
- Severity 4 - Low: Non-critical issues related to data that does not impact business operations. This includes problems which are minor or cosmetic, such as misspellings and grammatical mistakes.
| Severity Classification | Target Resolution Time |
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| 1 | 1 Hour | | 2 | 2 Hours | | 3 | 1-2 Business Days | | 4 | 1 Month |
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