1. General support information
2. Opening Hours for the SLA
Support is opening any working calendar day, 7 hours per day
8:30 AM – 12:00 PM / 2:00 PM – 5:30 PM *
(*) time is given for UTC+01:00, based on the French working calendar day.
Premium support is opening any calandar day (7/7), 10 hours pers day
7:30 AM – 12:00 PM / 1:30 PM – 7:00 PM *
(*) time is given for UTC+01:00, based on the French working calendar day.
On-call Duty
Any intervention executed during on-call duty constitues an effective working time:
Surcharge of 25% can be applied and given to the discretion of the supporter
Week-end & Night
Surcharge of 50 % from 22h to 6h (overnight surcharges )
Surcharge of 50% the Saturday + potentials overnight surcharges
Surcharge of 100% the Sunday & Public Holiday + potentials overnight surcharges
(*) Surcharges are applied on list price and considered by segment of 1 hour minimum
Specific support is given on demand.
Demand by writing notice 20 days before requested starting date.
Writing approval sent in the next 5 days.
3. Support react commitment
4. Reminder about Severity definition
“High”, “Critical”: any suspension of work due to the Service failure, platform stop accessing or correctly functioning, and not offers work-around solution.
“Medium”, ”Serious”: any operational failure, information demand that impacts to good Service execution and the reliability of the data processes (but not terminate it)
“Low”: any other failure or demand related to the execution of the Service
See more details here about Services Level Agreement http://partner.usersloveit.com/Support – FAQ /SLA