UsersLoveiT

ULIT

ServicesLevel Agreement (SLA) – Engagement de Services

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

 

SLA - Table 2

 

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