What are our SLAs?
Support SLAs.
P1 |
The platform is unavailable and no work can be done, such as the server is unavailable
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Response within 1 hour, acknowledgement of receipt and where practicable an initial diagnosis of the reported error provided.
Reasonable endeavours to resolve within 4 hours.
Updates at least every 4 hours until resolution.
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P2 |
A core function of the Platform is significantly impaired, such as severe performance issues. |
Response within 4 Business Hours.
Reasonable endeavours to resolve within 1 Business Day (09:00 - 17:00 working hours, excluding UK bank holidays), or timetable agreed with the Client for resolution.
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P3 |
A core function of the Platform is impaired, where the impairment does not constitute a serious issue; or
A non-core function of the Software is significantly impaired.
Such as unable to run a report, unable to set up new Authorised Users or Sites.
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Response within 8 Working Hours if fault reported within Business Hours. (09:00 - 17:00 working hours, excluding UK bank holidays)
Regular status updates until resolved.
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P4 |
Any impairment of the Platform not falling into the above priorities; cosmetic issues, such as spelling errors, FAQs, training.
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Response within 3 business days.
Resolution according to release schedule.
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