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Enterprise SLA
This Addendum describes the general agreements and performance standards when using a Private ED Instance to make use of the Services.
The following default time windows are applied:
Time window | Definition |
|---|---|
Support window | Workdays (Monday through Friday) from 09.00 to 19:00 CET |
Report window | Workdays (Monday through Friday) from 09.00 to 19:00 CET |
Within the Support window, Ellipsis Drive can be reached for receiving and handling Reports. If Reports concern Incidents, the Incident Management protocol under 3.2 is put into effect. If Reports concern questions and requests and come in during the Report window, receipt will be confirmed within 8 hours and they will be provided with a substantive response within 24 hours. Hours that fall outside the support window do not affect these terms. Reports can be made via the designated Slack channel or work email.
Questions and Requests | Term (within support window) |
|---|---|
Confirmation of receival | <8 hours |
Response | <24 hours |
Incoming Incident reports are divided into Priority 1, Priority 2, and Priority 3. Priority 1 incidents are incidents that interrupt the availability of the Services accessed via the Private ED Instance (downtime). Priority 2 Incidents concern errors or bugs found in the Private ED Instance. Priority 3 Incidents are all other incidents.
Incidents need to be reported via [email protected] with subject title ‘Priority 1 Incident Report’. Client is responsible for marshaling internal responses to incidents classified as Priority 1 and can expect a direct line with ED developers for support within 6 hours of reporting the Incident. Possible lines of communication for support are the designated Slack channel, work email, or video call.
Incidents need to be reported via [email protected] with subject title ‘Priority 2 Incident Report’. Client is responsible for reporting the error or bug to ED with as much detail as possible and can expect a direct line with the ED support team within 14 hours. Possible lines of communication for support are the designated Slack channel, work email, or video call.
Incidents need to be reported via [email protected] with subject title ‘Priority 3 Incident Report’. Client is responsible for outlining the Incident to ED with as much detail as possible and can expect a direct line with the ED support team within 56 hours. Possible lines of communication for support are the designated Slack channel, work email, or video call.
In order to ensure that communication and decision-making about the service is efficient and effective, consultation should take place at strategic and operational level. These consultations are aimed at improving the cooperation between ED and Client as well as the quality of the Service. The objective, frequency and level of consultation will be determined in response to need. If there is disagreement about the Priority to be used, priority consultations (actual escalation) can be held. From ED, a service manager will be the point of contact for this. In the event of an (imminent) exceeding of reponse windows, an escalation will be made. From the client, a senior team member will deal with escalation.
Last modified 6mo ago