OMI Digital - Cayzu SLA Policies

Updated: 01/28/2022

Article #: 1

SLA’s for Cayzu Helpdesk Tickets

Priority	Description	Targeted Response Time - Maintenance Customers	Targeted Resolution Time - Maintenance Customers	Targeted Response Time - Pro Bono Customers	Targeted Resolution Time - Pro Bono Customers
Urgent	Mission Critical, application unavailable, non-responsive or unusable.	4 hours or less, during normal business hours	24 hours during normal business hours	24 hour response during normal business hours	48 hours during normal business hours
High	Components or features unavailable, no work-around possible	24 hours during normal business hours.	48 hours during normal business hours	48 hour response during normal business hours	72 hours during normal business hours
Medium	Components or features unavailable but work-around possible	48 hours during normal business hours.	72 hours during normal business hours	72 hour response during normal business hours	1 week during normal business hours
Low	Non-critical questions, inquiries and on-going projects	72 hour response during normal business hours	1 week as resources are available	1 week response as resources are available	2 weeks as resources are available

Rate this Topic:

	Rating: 0.00 / Votes: 0