DeployPartners Technical Support Service Level Agreement is applicable to both the on-line ticketing and calls to the applicable telephone numbers.

Critical - P1 Priority  

If you encounter an incident where the system is severely degraded in terms of the number of users unable to access core functionality and directly impacts the customer's business processes, please categorise the ticket with ASAP. Our assigned Level One Engineer will respond to you immediately upon receipt of the notification of a ticket being opened. Our goal is to resolve as soon as possible, however due to the complexity of possible incidents, it is not always possible. We may need additional information to clarify the incident and/or we may also request log files. The Level One Engineer will update you via telephone as agreed upon or no less than every four hours.

 

 

We understand this criticality severely impacts your business and will respond to it appropriately, for example, escalating or using multiple consultants to work on the incident.

High - P2 Priority  

A business function or transaction process is not available and is having a significant business impact is a Critical P2 incident. You may expect our Level One Engineer to contact you upon notification of the ticket.  Additional information or request for log files may be made during the first contact.  If the functionality cannot be restored within four business hours, the Critical Incident Management will be invoked.

Normal - P3  

An incident categorised as with a Medium Priority may be a system is not performing according to the business specification.  For example, a rules file is not capturing all data.

Low/Planned - P4  

This is normally a request for information. Please submit this category of incident on-line via the DeployPartners Support Portal.