Service Level Agreements (SLA)

Update Date: January 13, 2025

Severity is defined as the impact an incident has on a customer’s ability to carry out their business operations.
Support service priorities depend on the severity levels assigned to an incident by the Sagicc customer support desk.

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

The Sagicc customer support desk ranks incidents based on severity level:

Severity	Definition
1. Critical Impact	The customer experiences a severe problem that prevents the performance of a critical business function. They cannot work on the platform.
2. High Impact	The customer is able to perform their functions, but performance is severely degraded or limited.
3. Medium Impact	The customer’s ability to perform their functions is not affected, but non-critical functions or procedures cannot be carried out or are difficult to perform. The customer can continue working.
4. Low Impact	Sagicc is available and operational; the issue has a trivial impact on the customer’s business operations, or the customer requires information or assistance in using 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 may be mutually determined by both TechniSupport SAS and the customer during the resolution process. However, TechniSupport SAS will have the final authority in assigning the severity level.