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SLA ES

Severity is defined as the impact that an incidence has on a client's ability in the development of his business. Support service priorities depend on the severity levels assigned to an incident by the SAGICC customer service desk.

Priority is defined as the level of importance and is used to give weight to an incident when defining the severity level.

SAGICC's customer service desk orders incidents based on severity level:

Severity
Definition
1. Critical Impact
The customer experiences a severe problem that as a result disables the performance of a critical function of their business. It can't work.
2. High Impact
The client has the ability to perform his duties but performance is degraded or severely limited.
3. Medium Impact
The client's ability to perform his functions is not affected, but non-critical functions or procedures cannot be done or difficult to do. You can work.
4. Low Impact
SAGICC is available and operational; a trivial impact is given to the operation of the client's business, or the client requires information or assistance in the use of SAGICC or in its configuration.

The characteristics in the table above are used to identify the severity of the customer's incident. The severity level of a case can be mutually determined by both Technisupport and the client during the settlement process, but Technisupport will have final authority for the designation of severity.

Initial Response Times. All initial response times apply to business hours Monday through Friday, 8:00 am to 6:00 pm local customer time. Incidents with severity 1 or critical are supported and resolved in 7x24x365 hours.
Note: Errors that cannot be resolved quickly will escalate to future research and analysis.

Severity
Initial Response Times
1. Critical Impact
60 minutes response
2. High Impact
1 business day by email response
3. Medium Impact
2 business days by email response
4. Low Impact
2 business days by email response

Times for Service Restoration and Troubleshooting. The goal of the SAGICC customer service desk is to restore functionality as quickly as possible.

Restoration time is the amount of time during which a client is impacted in its operation until its functionalities are restored. This objective restoration time will depend on the severity of the incident.

Incident Resolution Time is the time it takes to resolve the root cause of an incident.

Objective Restoration Times.SAGICC's customer service desk aims to restore service to incidents between the following times.

Severity
Initial Response Times
1. Critical
4 hours
2. High
2 business days
3. Medium
5 business days
4. Low
N/A

Cooperation Policy. The SAGICC customer service desk will have the ability to reproduce errors to resolve them. The customer is expected to cooperate and work together with the customer service desk to reproduce the errors to be solved, including the diagnosis and troubleshooting tasks that are required. Even, subject to customer approval, users may be asked for remote access to their computers by the customer service desk to review the issue.